Knowledge Management Manager

Hotels Clubs and Spas
Other Department
Department Head
Salary Description:
Shangri-La Hotels & Resorts
Job Ref:

Customer Contact Centre Kuala Lumpur 
If you are looking for a career and not just a job, you are in the right path! At Shangri-La, we create an environment where our colleagues can achieve their personal and career goal.
Your Challenge
As part of our multilingual Customer Service expanding team, you are responsible in building a knowledge base that employee can refer for information. You will be also playing a key role in improving training quality and training efficiency by providing your expertise and best practices. You will be working in a team and ensuring company and individual goals are achieved. You will be also responsible for mention below:

•Support the usage of Knowledge Management (KM) framework includes train the end-user, coach KM Professionals and drive effectiveness of KM system
•Establish knowledge management process – Intake of new article, up-keeping the current articles and disposal of outdated articles
•Work closely with Project Management Team, Operations Team and all hotels to make sure articles are managed on timely manner
•To provide strategic view on the further development of knowledge management systems and practices in order to support the work and development of the centre in near future  
You report directly to the Director of our customer contact centre.
You Need   

•Excellent spoken and written English is essential.
•Ability to converse & write in Cantonese, Mandarin, Korean, Japanese, French, Arabic OR Italian
•will be an advantage
•Preferably min 5 year experience in call centre operations, travel agency or hotel reservations
•Preferably Six Sigma certified
•Must be willing to work a flexible schedule when operation need arises
•Computer literate and internet savvy. Fidelio OPERA experience is an added advantage
•Result-oriented and passionate to deliver goals successfully
•Flexible to changes and has sense of urgency
•Can work under pressure and deliver set goals
•Positive work attitude and able to work in a team environment
•Pleasant personally with excellent communication, organization and analytical skills
•Open to Malaysians only  
What's In It For You?

•5-Day work week
•Earn attractive monthly salary
•Freshly prepared meals
•Laundry service
•Smart Casual office attire
•Paid Training provided
•Sosco, EPF and medical insurance coverage
•Complimentary Room Stay within the Shangri-La Hotels & Resorts
•Familiarization trips within the Shangri-La Hotels & Resorts

Contact Details:
Shangri-La Hotels & Resorts
Tel: .
Contact: HR Department

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