Knowledge Specialist

(Fulltime, 38 uur per week)

Join our team as a Knowledge Specialist! Enhance our customers' self-service experience and boost our team performance. Develop strategies, optimize our knowledge base/ functionalities, and collaborate with experts across departments. Make a difference in our fast-paced environment. Apply now and be the driving force behind exceptional customer service.
 

This is your daily action

As a Knowledge Specialist, you are the primary point of contact for all knowledge-related questions within the department. Your focus is on creating an great self-service experience for our customers and improving the team’s First Time Right performance.

You gather information in collaboration with the team, utilizing available data points. Together with Team Leads, Experts, and the Customer Service Manager, you develop a plan that you execute within your area of expertise. Your focus is on optimizing our knowledge process, ensuring that the knowledge base is effectively organized, and that interactions between various systems, such as the website and knowledge base, run smoothly. You ensure that information only needs to be created once and take responsibility for the translation and localization process. You work closely with the Knowledge Expert, who is responsible for writing the content and work instructions.

You collaborate with various teams within Action, such as eCommerce and Product & Marketing, to identify the necessary tools for self-service and prioritize them on the roadmap.

The base language of our knowledge base is English. As a Knowledge Specialist, you play a crucial role in setting up a self-service experience for both customers and customer service representatives, making it easy for both to find the necessary information for both the webshop and physical stores.

Meet your team

With tens of millions of fans across Europe, we keep surprising them week after week. We are constantly expanding the Action brand using a data-driven approach and by working in agile teams. In Marketing and Digital, we are responsible for the marketing and communication strategy and its execution. We are building more and more digital visibility and interaction. From customer surveys to designing our award-winning leaflet in our own Action Studio, and from private labelling to webcare, the app and social media campaigns. Our biggest challenge One breath, one format, online and in more than 2,550 stores in 12 different countries. Learning new things every day and working with the nicest colleagues to make our popular brand even more successful is what makes us happy. You too?
 

This is you

The customer is at the center of everything you do. You enjoy working independently and data-driven, and you are creative and innovative. You are always up to date with the latest developments in customer service and customer retention. And with your entrepreneurial and results-oriented "can do" mentality, you proactively take on tasks.

In addition you have:

• Relevant experience with all aspects of knowledge management, preferably in a customer oriented environment, like tooling, processes and writing content, translation and localization. 
• Experience with digital commercial platforms and agile work environment. 
• High proficiency in English 

What we offer

Surprisingly more! From our bustling home base in the Netherlands, you’ll have an impact on the whole of Europe. The counter now stands at more than 2,550 stores in 12 countries and millions of smiles from our customers. And we have big growth ambitions. For Action and for you. Because our growth means that you can always take new steps. A different job, an interesting innovation project, new skills: as a professional you can develop without limits. And all this in a culture where our shared values are truly lived: customer focus, teamwork, simplicity, discipline, cost conscious and respect.

Did you know that you can also count on us for:

• 24 days of holiday and the option to buy 5 extra days (based on 38 hours per week)
• Flexible working hours and the possibility of working up to 40% from home, of course in coordination with your team and manager
• 15% staff discount on your purchases at Action 
• A good pension scheme, collective health insurance and travel expenses allowance // a lease car or mobility allowance (Zwaagdijk-Oost is traffic jam-free and only 30 minutes by car from Amsterdam)

How we contribute to society

If you only know Action from the stores, a world will open up for you when you join us. For example, we are working hard behind the scenes to make a positive impact on society and the environment. Did you know, for example, that we sponsor more than 2,500 children worldwide who are growing up in an SOS Children’s Village? That our team reflects the diversity of our customers, including 124 nationalities? That we already source 92% of our wood products and 100% of our cotton sustainably? And that only energy-efficient LED lighting is used in more than half of our stores? Yes, that is also Action. Curious about what other initiatives we’re facilitating? Join our team and find out for yourself.
 

Interested?

We are proud to be an inclusive employer, and we warmly invite anyone who recognises themselves in the vacancy to apply. So take action and respond to this vacancy now!

What happens next:

1. Response to your application within 14 days (and usually earlier)
2. First meeting with the manager and a colleague
3. Online assessment to get to know you better
4. Second interview with your recruiter, among others
5. Welcome to Action…

Throughout the process, Nelleke, your recruiter is your permanent point of contact and is available to answer any questions you may have.