Customer Communications Specialist – PERSONA staff

  • You will be responsible for the following:*
  • Maintain and grow the company Help Centre as a reliable and comprehensive source of information that customers value.
  • Analyse usage data to identify the need for new articles or refinements to existing articles.
  • Establish feedback channels with multiple stakeholders to ensure that the content remains current and relevant throughout the product lifecycle.
  • Uphold consistent formatting, writing style and standards across multiple touchpoints.
  • Optimize searchability to ensure that customers find the information they need, quickly.
  • Contribute ideas for self-help features and enhancements.
  • Use SEO practices to optimize articles and increase visibility on the company website.
  • Work with the marketing team to uphold the company brand and tone style guide.

Operational

  • Prepare content for ad hoc operational communications according to the needs of the product/ service teams.
  • Maintain and optimise any templates and transactional mailers used by the service team across channels: emails, chat, and SMS.
  • Create and maintain a single content source for easy access by key stakeholders.
  • Upload approved customer content onto our email template generator.
  • Coordinate between stakeholders to get sign-off.

Communication mapping


  • Audit map out and optimise the current communication content aligned to the customer journey.
  • Maintain and manage the existing content, ensuring that its current and relevant across the web hosting industry.
  • Requirements:*
  • 3+ years relevant working experience within a similar role.
  • Portfolio of example written work.
  • Excel: Intermediate experience.
  • Experience in the web hosting industry an advantage.
  • Knowledge of HTML and WordPress an advantage.
  • Previous communication management experience preferable.
  • Exceptional writing and editing skills.
  • Strong analytical skills.
  • Ability to convey technical concepts simply to a non-technical audience.
  • Passionate about quality and high standards.
  • Confident in communicating effectively with stakeholders at different levels.
  • Comfortable working in a dynamic environment, with broad subject matter and technical concepts.
  • Task orientated, with excellent time management/ organisational skills.
  • Confident, self-motivated, and able to work independently and collaboratively.
  • Able to handle constructive stakeholder feedback and balance perspectives.

To apply please send your CV to [click apply]()

Please note that only shortlisted candidates will be contacted. Should you not receive feedback within 48 hours, please accept your application as unsuccessful.




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