Address
Form of work Samsung online support team is responsible for creating one of Australia’s best online support platforms to enable post purchase customers access to self-help information and support.
This role is predominantly responsible for the ongoing maintenance and development of content for our online support site designed to enhance the post purchase experience. This role includes proactive design, publishing, and modifying related content and media (use of Photoshop and premiere pro) relevance.
The Role:
Design, creation and publishing of new how-to and self-help support information including asset design and video development
Manage and maintain existing Samsung.com/Support web content
Copy write responsibilities before publication to ensure brand guidelines are followed and information is accurate and easily understood
Conduct keyword research and use SEO guidelines to optimise content.
Complete extensive analysis of customer feedback to understand root cause for customer dissatisfaction, information gaps and/ or inaccurate information
Executing improvement plans based on root cause analysis completed to ensure customer feedback is addressed.
Ensure support information is accurate by liaising with key stakeholders within Samsung as well as product testing to simulate product support information and/ or customer feedback
Identify customers’ needs and recommend new support pages to minimise customer impact based on contact centre traffic
Measure web traffic to content (e.g. conversion and bounce rates)
Update our Support websites as required from:
Service Locator
User Manuals
Warranty
Media Content
FAQs
Engage within internal Samsung Departments in order to achieve customer’s outcome (Live Chat, Email Support etc.)
Creation and modification of flyers/banners/leaflets as required by the business
Video production (Filming & editing) - HTVs, L&D Service, Management
Creating/Editing and Publishing short how to videos to support FAQ content along with business requirements or stories for Social Media Service posts.
Ensure KPI Targets are met weekly/monthly.
HTML & CSS coding required.
Photoshop & Premiere Pro experience required.
Ad hoc duties as required
ABOUT YOU:
Relevant secondary/tertiary qualifications
Minimum 2-3 years’ experience in social media environment.
Graphic Design experience or proficient in Canva or Adobe PS
Adobe Analytics reporting is essential.
Video creation and editing skills required.
Jira management required
If this sounds like the opportunity for you, apply now!
At people2people and Frog Recruitment, everyone is welcome and as an inclusive workforce, we encourage our employees, clients, and candidates to showcase their authentic selves.
