Manager, Customer Care (Knowledge)



Advert ID



Kuala Lumpur

Job Type



Full Time

Salary Range

No. of Openings


Branch Information

Malaysia HQ Branch Manpower Staffing Services (Malaysia) Sdn Bhd Suite 20.01, Level 20 Centrepoint South The Boulevard, Mid Valley City Kuala Lumpur , Kuala Lumpur - 59200 Phone : +603 2087 0000


+603 2087 0000

Job Description

Job Description:
This position is responsible for planning, developing, and
writing complex documentation for new and existing
products (may be internal or external). Responsibilities
also include developing and improving documentation
standards and processes and may also work with internal
teams or external parties to create and document
policies, procedures and forms.
Roles and Responsibilities:
 Meet with various business project stakeholders
and subject matter experts to gather the
knowledge needed to create required internal
and external documentation
 Facilitate development of standard internal
business processes across disparate teams.
 Identify, organize and logically present the
significantly complex information needs of
project stakeholders by effectively analyzing and
prioritizing information from multiple sources.
 Develop appropriate document work plans and
manage the execution of those plans
 Develop and deliver knowledge content to both
internal and external Razer customers.
 Create, edit, proofread and review a variety of
Knowledge articles. Including but not limited to
procedures, FAQs, How To-s and
troubleshooting steps.
 Collaborate with multiple subject matter experts
within Razer Services team to ensure accurate
and timely knowledge creation and knowledge
 Assist in development of strategies to maximize
knowledgebase usage among both internal and
external customers.
 Manage a team of content writers and drive
operational efficiencies to ultimately increase
NPS scores and control costs
 Monitor and respond to employee feedback.
 Champion Knowledge, Knowledge Base use and
Knowledge Creation.
 Manage and improve processes that enhance the
work flow of gathering, authoring, reviewing and
publishing Knowledge content.
 Ensure all knowledge content is well organized,
effective, accurate, legible, easily accessible and
easily understood.
 Develop and drive practices and process that
increase SEO results within the Knowledge Base
 Create, drive and enhance processes that
support specific KPIs such as article score, article
rating, article usage, NPS and others as set forth
by upper management.

 Bachelor’s degree in English, Business
Management or relevant field.
 3+ years’ experience in knowledgebase writing,
technical support or similar.
 Creative intellect with the ability to convey
complex topics in short, simple writings making
use of graphs, charts, tables and/or images
where needed.
 Highly organized with acute attention to detail
and quality
 Excellent English and Bahasa Malaysia writing
 Strong written and verbal communication skills
 Technical or support background in consumer
 Proficient in MS Office (Excel, PowerPoint,
Word, Outlook)
 Good understanding of virtual currency, online
micropayment and reward systems.
 Familiarity with gaming and the gaming culture
very helpful