Digital Content Specialist (Omnichannel / Chatbot) | 1 Year - Pasir Ris

From chatbots and live chats to phone and email channels, you will craft engaging, accurate, and user-centric content that enhances customer interactions and ensures consistency across platforms.

Job Details:

Salary: Up to $5000

Responsibilities:

1. Content Transformation & Development

• Reframe existing knowledge articles into conversational, bite-sized content suitable for omnichannel delivery.
• Break down long FAQs into easily navigable subtopics using a hierarchical content structure.
• Create new content tailored for chatbots, live chat, and digital self-service platforms using a Q&A format and natural tone.

1. Metadata Tagging & Intent Mapping

• Tag content with relevant metadata for improved searchability and chatbot performance.
• Develop and maintain intent maps to enhance chatbot understanding and accuracy.

1. Flow-Based Content Design

• Create decision trees and guided conversation flows for complex user scenarios.
• Ensure intuitive step-by-step navigation for multi-stage customer queries.

1. Rich Media Integration

• Integrate images, infographics, and videos to enhance user understanding.
• Optimize media assets for cross-device compatibility and accessibility.

1. Consistency & Version Control

• Maintain consistency in tone, accuracy, and branding across all customer touchpoints.
• Implement version control processes for timely content updates and audits.

1. Personalisation Strategy

• Segment content based on user profiles or interaction channels.
• Implement contextual content delivery strategies for improved user experience.

1. Feedback Implementation

• Design user feedback loops to gather insights on content relevance and clarity.
• Analyse feedback data to refine and improve knowledge base quality.

1. Chatbot & Omnichannel Optimization

• Leverage NLP and AI tools to enhance chatbot responsiveness and reliability.
• Continuously review chatbot logs to resolve inaccuracies and improve flow.

1. Performance Monitoring & Reporting

• Track usage metrics, interaction trends, and satisfaction scores across platforms.
• Produce regular performance reports with insights and recommendations for improvement.

1. Cross-Functional Collaboration

• Work closely with IT, customer service, and communications teams to ensure alignment between content and technical/operational needs.
• Provide training and support to internal teams on the effective use of omnichannel content.

Requirements:

• Skills:
• Strong writing and editing skills with a focus on conversational tone and clarity.
• Experience with content management systems, chatbot platforms, and CRM tools.
• Familiarity with decision tree development, flow mapping, and rich media optimization.
• Knowledge:
• Solid understanding of omnichannel customer service and conversational AI.
• Awareness of personalization strategies and dynamic content delivery.
• Attributes:
• Analytical mindset with the ability to interpret data and user behavior.
• Highly organized, detail-oriented, and capable of managing multiple projects.
• Strong collaboration and stakeholder engagement skills.

Interested candidate please click "APPLY" to begin your job search journey and submit your CV directly through the official PERSOLKELLY job application platform - GO Mobile.

Should you be interested in this position, kindly directly contact/message 8339 9486 (Natasha) for a faster response.

We regret to inform that only shortlisted candidates will be notified.

By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its local and overseas subsidiaries and affiliates to collect, use and disclose your personal data to prospective employers/companies based in any country for purposes of evaluating suitability for employment, conducting reference checks, administering employment related services, complying with Government’s health advisories and such other purposes stated in our privacy policy.

Our full privacy policy is available at https://www.persolkelly.com.sg/policies. If you wish to withdraw your consent, please drop us an [email protected]) to let us know. Please feel free to contact us if you have any queries

PERSOLKELLY Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394• Reg No: R1440784 (Foo May Cheng)