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Shopee

Content Writer (Knowledge Base & SOP Specialist)

Shopee
Malaysia, Kuala Lumpur
2-4 Years
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  • Posted 18 hours ago
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Job Description

Job Description:

  • Article Creation and Establishment: Work with Shopee's functional teams to create and establish new articles. Ensure 100% article establishment in dual languages across all reason codes.
  • SOP Implementation: Develop and implement SOP flows and macros for article management. Content Maintenance: Maintain and amend existing articles to reflect internal business and process changes. Regularly update and enhance KBA articles to improve user support.
  • Review and Assessment: Conduct monthly and quarterly reviews to assess the relevance and effectiveness of active articles in the knowledge base.
  • User Traffic Analysis: Analyze user traffic patterns and gather feedback to drive continuous improvement of knowledgebase resources.
  • Knowledgebase Analysis: Monitor metrics recorded in the knowledgebase and identify opportunities for enhancement.
  • Interface and Algorithm Alignment: Ensure that the knowledgebase interface and algorithm setup meet operational needs.
  • End-to-End Journey Implementation: Develop and implement end-to-end journey establishment to enhance the overall user experience.
  • Benchmarking and Performance Analysis: Conduct quarterly reviews to benchmark Shopee against other high-traffic platforms, identifying areas for improvement. Analyze agent performance before and after the implementation of SOPA (Standard Operating Procedure Assistance).

Requirements:

  • Bachelor's degree or equivalent.
  • 2-4 years of experience as a copywriter or content writer.
  • Excellent communication skills in Bahasa Melayu and English, both written and verbal.
  • Experience with a social media handle portfolio is highly desirable.
  • Strong attention to detail and accuracy in content creation and management.
  • Flexible approach with a willingness to adapt ideas to fit brief requirements.
  • Strong interpersonal skills and the ability to work effectively in a team.
  • Capable of working under pressure and delivering within tight timelines when necessary.

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
Content Management
Employment Type:
Full time

About Company

Shopee

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 143327247

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Last Updated: 25-02-2026 00:02:13 AM
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