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Customer Service Knowledge Analyst

Job description

Our client – a luxury automotive brand – is creating their Customer Interaction Center from scratch and they are looking for a Knowledge Analyst to revolutionize their customer service quality. For this, we are looking for someone with previous experience in knowledge/data analytics in the (luxury) customer service industry. By actively joining the organization, you will be a true brand ambassador. Interested to learn more?

Apply now and let´s discuss the position in more detail. 

Your responsibilities and impact as a Customer Service Knowledge Analyst for a Luxury Automotive Brand will be:
  • Managing the overall information in the interaction center and maintaining an overview of the content available 
  • Ensuring knowledge accuracy and quality of the latest information by stakeholders in the customer interaction center 
  • Independently creating content based on input from multiple stakeholders
  • Review of created content to ensure fit for customer service representatives and subject experts
  • Securing integration of new knowledge into operational systems, programs, and training
  • Preparing and communicating new knowledge to relevant knowledge recipients based on relevance evaluation
  • Develop and update training content
  • Creating content, coordinating review/approval process with stakeholders and if necessary, coordinating translations

Skills, qualifications and interests you need to succeed in this role:
  • Senior-level specialist with several years of experience in knowledge management
  • Experience in a customer service position 
  • Having excellent verbal and written communication skills
  • Full professional proficiency in English
  • Technological affinity to handle technical content 
  • Willingness to understand complex automotive products/services 
  • Motivated and empathetic personality, with a self-dependent and accurate working style.

What´s in it for you?
  • Competitive salary
  • Working in a non-hierarchical, fast-paced and highly changeable environment
  • Being part of the creation of the Customer Interaction Center of one of the world´s leading luxury automotive brands
  • Working in an inclusive, diverse, and international team
  • Possibility to partially work from home after the initial training months

Your future company:
An innovative luxury automotive brand that is currently creating an in-house Customer Interaction Center. They have offices worldwide to cater to the needs of their international clientele. The Customer Service department in Barcelona will focus on the markets of various European countries.