Knowledge Management / Localization Coordinator (m/f/x) - Customer Care

Job description

DESCRIPTION

Hey – there's a revolution going on! A revolution in digital entertainment. Every day millions of people around the world choose to be more thoughtfully entertained, informed and educated by listening to fascinating stories and all forms of fictional and non-fictional content on their smartphones and other mobile devices.

Audible GmbH, an Amazon company, is the leading provider of premium digital spoken audio information and entertainment on the internet, offering customers a new way to enhance and enrich their lives every day. Titles downloaded from Audible are compatible with hundreds of mobile devices, including the iPhone and Android smartphones.

Based in Berlin, Audible GmbH is looking for a Knowledge Management / Localization Coordinator (m/f/x) - Customer Care.
In this role, you will be a vital part of the international Knowledge Management team located in Customer Care. You will partner with business teams to support major launches and other high-profile (and often confidential) initiatives.

As the ideal candidate, you will have a deep understanding of Knowledge Management methodologies, paired with first-class writing and verbal communication skills. You will need to exemplify great attention to detail, the ability to effectively prioritize, and multi-task multiple time-sensitive projects with a reasonable level of autonomy.

With an in-depth understanding of the new Spanish customer base and agent population, you will be their advocate and expert to deliver delightful, engaging and smart content. You will be a key POC in CS to support a successful launch for a new Audible marketplace.

This role is initially open through a 13-months contract.

Main Responsibilities:

· Build strong partnerships with business teams to ensure a smooth information flow.
· Translate, localize & copy edit smart and engaging knowledge content from English to Spanish (Castillan) and/or vice versa.
· Support our team in bug testing (audiobooks and technical) and QA on new product launches.
· Create digestible support content that is internal- and external-facing adhering to style guidelines and the voice of Audible Customer Service.
· Develop a continuous maintenance and optimization process for the support content and experience.
· Operational support for other CS team´s initiatives, like support our Customer Service Agents via Ticket System.
· Be the Customer Service Knowledge Management expert for other departments e.g. Marketing We are number driven. You will carry out content effectiveness surveys and do analysis of our knowledge bases and surfaces to ensure highest quality.

Desired profile

BASIC QUALIFICATIONS

Your profile
· Work experience of minimum 2 years of Knowledge Management, localization project management or similar content development fields.
· Full fluency in Spanish (Castillan), proficient use of English language.
· Proven experience leading cross-functional projects.
· Polished writing skills, efficient and effective collaborator, team player, open mind, and professional attitude.
· Ability to think and react in a high-energy, fast-paced environment.
· Ability to operate simultaneously and effectively in both tactical and strategic modes.
· High intellectual curiosity, creative problem-solving skills and openness to new ideas.
· Strong communication skills - able to deal with colleagues of different experience levels and seniority.
· Writing skills, translation skills and experience creating and editing content for internal/external communication for a product or service.
· Capable of independently pushing work forward, a positive and proactive “can do” attitude and strong teaming skills.
· Discipline to understand the value of capturing and disseminating information.
· Excellent analytical skills as well as a collaborative approach and a high level of service orientation.
· You possess excellent time management and multi-tasking skills.