Knowledge Manager Customer Service (gn) Vollzeit/Teilzeit

Knowledge Manager Customer Service (gn) Vollzeit/Teilzeit

Your job at DKV Mobility

As part of a leading European B2B platform for on-the-road payment solutions, you will work in an exciting environment. Our tasks are defined by our Purpose: To drive the transition towards an efficient and sustainable future of mobility. We offer you numerous opportunities to help shape the mobility of tomorrow in a dynamic and agile environment. Our approximately 2,400 employees throughout Europe are united by a common passion: to give their best every day for our customers in more than 50 countries. True to our claim: You drive, we care. Become part of our diverse, dedicated and unique team!

What you can expect

As a Knowledge Manager Customer Service, you will be essential to achieving our scalability and automation strategy at DKV Customer Service across Europe. Your expertise will shine as you deliver top-notch, verified content about our products and processes for our AI tools, knowledge base, and customer communications. You'll manage content, spearhead targeted knowledge-gathering and quality assurance processes, measure success with KPIs, and continuously enhance our knowledge base. Your passion for excellence will make you a key part of our award-winning Customer Service team, always challenging the status quo and ensuring we live up to our claim, "You Drive, We Care."

The responsibilities of the role include:

1. Creating, verifying, and managing product and process content for our AI tools in Customer Service across Europe.
2. Collaborating with marketing teams, external agencies, and creating content to ensure top-quality assets.
3. Managing all Requests for Change (RFCs) in knowledge management, enhancing content and processes.
4. Managing the integration of rule-based communication using Dynamics 365 Customer Insights – Journeys, including building journeys, managing assets, content modules, and HTML templates.
5. Selecting, integrating, and optimizing content and knowledge management systems and tools for organizational and customer-facing content.
6. Providing content support for AI-related Customer Service projects.
7. Standardizing onboarding and training across Customer Service units in Europe, ensuring unified training materials and concepts.

What makes you stand out

• At least 3 years of experience in content creation and knowledge management, including designing and implementing structures and processes.
• Expertise in knowledge management systems like Confluence, Dynamics 365 Customer Insights – Journeys, SharePoint, Dynamics 365 CRM, and general content management systems.
• Analytical thinking, flexibility, target-driven approach, autonomous thinking, and meticulous working style.
• Enjoyment in working within a team, valuing a down-to-earth attitude, team spirit, and mutual support.
• Excellent business communication skills in English and German; additional European languages are a plus.
• Customer-centric mindset, striving for excellence, and enjoyment of challenges.

We look forward to your application and to applicants who enrich our diverse culture! We welcome applicants regardless of age, gender, origin, or sexual orientation. Severely disabled applicants will be given preference if equally qualified. This position can be full-time or part-time (min. 30h/week). We are flexible regarding working models—please discuss your needs during the application process.