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Sony Europe Ltd

Content Creation Coordinator

Sony Europe Ltd | Zaventem | Permanent, Full-time

Published on Jobat.be 28 days ago

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Content Creation Coordinator

Job description

Sony Europe’s SUPPORT website receives more than 35 million visits per year and generates more than 100 million Page Views.

 

This aftersales support space has a tremendous importance to Sony Europe in general and in the Service, Quality and Environmental (SQE) division in particular as:

  • Content published on the pages has a direct impact on the brand’s perception.
    Consumers require content to be correct, easy to understand and easy to apply.
  • Absence of required content will have a knock on effect on the amount of contacts delivered to the contact centres and service centres with increased cost as a consequence.


The Content Creation Officer will be responsible for supporting Sony Europe’s (technical) content creation and messaging efforts on the support website and mobile support applications.
 

Together with his / her peers within the content team, the Content Officer will take care of the full content lifecycle:

  • Defining the needs via Web feedback analytics, input from other teams, etc.
  • Gathering relevant information, working closely with engineering counterparts
  • Writing the content following pre-set standards
  • Publishing the material following deadlines and embargos
  • Promoting & sharing the material internally and externally
  • Monitoring & analysing the results
  • Fine-tuning, updating and archiving where required

Profile

  • Contributes to SQE’s Self Help strategy, helping customers to easily find what they are looking for and empowering them to self-troubleshoot online, with a main focus on:
    • Contact avoidance – what can we publish online to avoid unnecessary calls & emails
    • Service avoidance – what can we publish online so that consumers do not return their SONY devices or request a repair if the product is not faulty

 

  • Creates, maintains and deploys strategic technical content for Consumers (public) and Contact Centre agents (internal), which is:
    • easilyaccessible
    • relevant for their product or query
    • up-to-date
    • attractive
    • accurate and of the highest quality standard
       
  • Executes on planned and unplanned requirements for knowledge articles, product important information and software updates, and more, based on:
    • Web feedback reporting (including Contact Centre)
    • Product Design, Service Engineering and Contact Centre Ops input
    • Business group and Quality Centre needs

 

  • Assists in the monitoring and actively contributes to the improvement of the customer satisfaction ratings on the Support website by proposing ideas and conceiving tangible actions from feedback analysis
  • Ensures the Support website’s search mechanism is returning relevant and appropriate search results and adjusts accordingly via the use of keywords and more
  • Actively contributes to the successful launch of new products by ensuring the timely release of new product information & related relevant content
  • Shall ensure transparency towards his / her manager and other internal stakeholders in Europe and Japan, highlighting the relevant published and planned updates through reporting and regular meetings
  • Pro-actively escalates and resolves live content issues promptly where applicable
  • Proposes improvements that will benefit the operational efficiency (can be development and / or process improvement proposals)

Offer

  • Bachelor / Master degree or similar (or proven experience)
  • Technically savvy, strong interest in today and tomorrow’s products and technologies
  • Advanced user of mobile devices with a good technical understanding of Google’s Android operating system. Any proven experience working within the mobile industry will be a strong asset.
  • Knowledge of Digital Imaging products and photography in general will also be considered a major plus.
  • Strong knowledge in (technical) content creation for online publishing, being able to adapt the writing style to a public or internal audience, and writing for a multi-language Web domain
  • Impeccable written knowledge and communication skills in English and a good knowledge of at least 1 other European language.
    (Near-)Nativeness in any of the following languages is seen as an asset: German, French, Italian, Polish, Spanish
  • Able to analyse Web customer feedback and translate it into conclusions and actions accordingly
  • Experience with CMS or Knowledge Base tools, HTML/XML or other web-related tooling & technologies is a strong asset
  • Proven experience in Website User Journey and User Experience is considered an asset
  • Experience in document management and version tracking is a plus
  • Accuracy and close attention to detail of written work
  • Strong customer focus. Proven customer service experience in any form is an asset
  • Creative and innovative, but also persistent and organised
  • Excellent team player, international minded and willing to be an active part of a Global team
  • Problem solver, Hands-on mentality
  • Able to deliver when under pressure or deadlines
  • Passion, integrity and imagination
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    Characteristics

    Offer

    • Permanent
    • Full-time

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