Knowledge Specialist

Enhance our customers' self-service experience and boost our team performance. Develop strategies, optimize our knowledge base with great content and functionality, and collaborate across departments. Make a difference in our fast-paced retail environment. Be the driving force in our customer service department.

This is your daily action

As a Knowledge Specialist, you are the primary point of contact for all knowledge-related activity within the department, from content creation to translation, localization and publication, and from there to findability. Your focus is on creating a great self-service experience for our customers and customer service representatives, improving our First Time Right performance.

Together with our Knowledge Expert, you make and execute a plan to gather information and to make it easy to find, utilizing available data points like our top contact reasons and self-service performance. Your focus is on optimizing our complete knowledge process, including our tooling, ensuring that the knowledge base is effectively organized, and that interactions between the various platforms, internal as well as external, run smoothly. You ensure that information only needs to be created once and take responsibility for the translation, localization and publication process in our internal tooling as well as on our external Customer Service pages, like the FAQ section. As mentioned, you will 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 Marketing and Ecommerce, to identify functional and content-related requirements for self-service and to prioritize them on the roadmap using relevant data to support the request. In our Customer Service environment, besides the Knowledge Expert, you will work closely with the CSR’s themselves, our Team leads and other Experts, like for Training and Quality.

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 actual 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 creating our award-winning leaflet in Action Studio, and from private labels to webcare, the app, and social media campaigns, our work covers it all. Our greatest challenge? Keeping one voice, one format, across online channels and more than 3,000 stores in 13 countries. Every day we learn something new, working together with great colleagues to make our beloved brand even more successful. Does that sound like something you’d enjoy too?

This is you

The customer is at the centre 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 knowledge management. You follow and are informed on the latest developments around the application of AI in customer service. 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, including tooling, processes, content creation, translation, and localization. Experience with publishing externally is a plus.
• Experience with digital commercial platforms and an 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 3,000 stores in 13 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:

• A market-based salary based on a 38-hour work week
• An annual bonus based on company and personal performance
• 24 days of holiday and the option to buy 5 extra days (based on 38 hours per week)
• A temporary contract with the intention of offering you a permanent contract in the long term
• 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 (Zwaagdijk-Oost is traffic jam-free and only 30 minutes by car from Amsterdam)