What the role is

The Omnichannel Content Specialist will drive the transformation of our agency's knowledge base to support an omnichannel customer service approach, including chatbots, live chats, and traditional channels. This role is crucial in ensuring seamless, accurate, and conversational customer interactions across all platforms while continuously improving content quality and relevance.

What you will be working on

1. Content Transformation and Development:

• Transform existing knowledge articles into conversational, user-centric content suitable for multiple channels.
• Restructure content by breaking down long FAQs into shorter, digestible chunks.
• Create a hierarchical structure of topics and subtopics for easy navigation.
• Develop new content tailored for chatbots, live chats, and other digital platforms.
• Implement a question-answer format that's easily understood by chatbots and users.
• Rewrite content in a natural, conversational tone, including common phrases and variations of questions.

2. Metadata and Intent Mapping:

• Implement metadata by tagging content with relevant keywords and categories.
• Develop and maintain intent mapping to help chatbots accurately understand and respond to user queries.

3. Flow-Based Content Creation:

• Develop decision trees for complex topics to guide user interactions.
• Design conversation flows that guide users through multi-step processes effectively.

4. Rich Media Integration:

• Incorporate appropriate rich media (images, videos, infographics) to enhance content comprehension.
• Ensure all media is optimized for various devices and platforms.

5. Consistency and Version Control:

• Ensure information consistency across all channels.
• Develop and implement a system for regular updates and version control of all content.

6. Personalisation Strategies:

• Segment content based on user profiles or channel preferences.
• Implement strategies for dynamic content delivery based on user context.

7. Feedback Implementation:

• Design and implement user feedback mechanisms for content and interactions.
• Analyse feedback to continually improve content quality and relevance.

8. Chatbot and Omnichannel Optimisation:

• Apply natural language processing (NLP) expertise to improve chatbot responses and user experience.
• Regularly review and refine chatbot interactions to identify and resolve gaps or inaccuracies.

9. Performance Monitoring and Reporting:

• Monitor enquiry trends, chatbot interactions, and usage metrics across all channels.
• Generate comprehensive reports on omnichannel performance, customer satisfaction, and content effectiveness.
• Provide actionable insights for continuous improvement of the omnichannel strategy.

10. Collaboration and Knowledge Sharing:

• Work closely with IT, customer service teams, and other relevant departments to align content with technical capabilities and operational needs.
• Train and support customer service staff in using the new omnichannel content effectively.

What we are looking for

• 3-5 years of experience in content strategy, knowledge management and development, or customer experience design.
• Strong understanding of omnichannel customer service principles and conversational AI.
• Excellent writing and editing skills, with the ability to adapt tone and style for different channels.
• Experience with chatbot platforms, CRM systems, and content management tools.
• Experience in creating and optimizing decision trees and conversation flows.
• Knowledge of rich media integration and optimization for various platforms.
• Familiarity with personalization strategies in digital content delivery.
• Analytical skills to interpret user data and apply insights to content improvements.
• Proven ability to manage multiple projects and prioritize tasks effectively.
• Strong collaboration and communication skills.

Successful candidates will be offered a 2-year contract in the first instance and may be considered for an extension or be placed on a permanent tenure.

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.