Knowledge base and processes specialist

Knowledge base and processes specialist / Guest Relations Division

The Azerbaijan Tourism Board (ATB) promotes tourism in Azerbaijan across various fields including: hospitality, tourism agencies, exhibitions, events, tourism products, regional destination development and guide associations. Our aim is to create a sustainable industry by constantly enhancing Azerbaijan’s tourism products. To achieve this, we need a strong team of people who share our values and want to make our country a spirited tourism destination that Azerbaijanis can be proud of.

Brief:

We are looking for an experienced knowledge base and process specialist who will be responsible to develop and maintain information base necessary for contact center service staff in frame of Tourism Information and Assistance Services function. The specialist will also be responsible for developing operational procedures for ticket/inquiry management among internal and external stakeholders.

Duties:

- Develop knowledge base source for service staff operating in contact centers
- Work closely with stakeholders to keep the information base updated
- Revise, enhance, maintain, and update Knowledge base articles and links
- Prepare necessary procedures in regard with knowledge base management
- Prepare process and procedures in regard with contact center service operations and request management
- Design and produce learning/guiding/training materials for contact center service operators
- Manage day-to-day knowledge management operations and tasks