Job Description

Knowledge Editor

Are you a dynamic individual with editorial and publishing expertise?

Are you looking for an exciting editorial role?

About our Team
The Enablement team supports the Customer Services and Order to Cash organization. We enable them with the knowledge, tooling, customer and product data management that the teams need to successfully help and delight our customers.

About the Role
The Knowledge Editor oversees the self-serve journey for both internal and external customers. Their focus is on expanding knowledge content to reduce customer contacts. They are committed to enhancing upstream products and fostering a self-help community. Responsibilities involve maintaining the accuracy and quality of the customer-facing knowledge base, increasing web traffic, and encouraging content innovation. Building collaborative relationships, utilizing data analysis, and promoting knowledge sharing are crucial aspects of this role.

Responsibilities• Collaborating with marketing, training, and legal teams to achieve goals. Align KPIs with Product, Customer Service, and Order to Cash teams.
• Ensuring consistent style across support hubs and identify technical and content improvement opportunities, including virtual assistant technology and A/B testing. The role also involves maintaining accurate, high-quality customer-facing knowledge base content in a specific business area to enable self-service for customers and reduce unnecessary inquiries.
• Evaluating and implement channel strategies across relevant products. Proactively drive support hub and product improvements, that could lead to query reduction.
• Handling customer feedback within SLA (service-level agreement), translating feedback into possible changes and subsequently processing and implementing those changes. Use defined metrics to create happy customers and drive CSAT.
• Ensuring the knowledge base effectively delivers First Contact Right service by answering customer questions for a particular business domain



Requirements• Have relevant Experience
• Experience in working with content management system.
• Experience in working with stakeholders, maintaining relations and managing expectations.
• Experience in analysis of reports on global level and delivery of actionable input



Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive



Working for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Comprehensive Health Insurance: Covers you, your immediate family, and parents.
• Enhanced Health Insurance Options: Competitive rates negotiated by the company.
• Group Life Insurance: Ensuring financial security for your loved ones.
• Group Accident Insurance: Extra protection for accidental death and permanent disablement.
• Flexible Working Arrangement: Achieve a harmonious work-life balance.
• Employee Assistance Program: Access support for personal and work-related challenges.
• Medical Screening: Your well-being is a top priority.
• Modern Family Benefits: Maternity, paternity, and adoption support.
• Long-Service Awards: Recognizing dedication and commitment.
• New Baby Gift: Celebrating the joy of parenthood.
• Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
• Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
• Free Transport pick up and drop from the home -office - home (applies in Chennai)



About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
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