Service Content Writer ID-5466
Job Description
About Foot Locker Foot Locker, Inc. is a leading footwear and apparel retailer that unlocks the inner sneakerhead in all of us. With approximately 2,700 retail stores in 29 countries across North America, Europe, Asia, Australia, and New Zealand, and a franchised store presence in the Middle East and Asia, Foot Locker, Inc. has a strong history of sneaker authority that sparks discovery and ignites the power of sneaker culture through its portfolio of brands, including Foot Locker, Kids Foot Locker, Champs Sports, WSS, and atmos. About the role As a service content writer, you will be responsible for creating clear, engaging, and impactful content that enhances both customer and internal experiences. This role involves translating complex processes and procedures into easily understood and accessible content for use on our website and self-help platforms. You will draft and maintain SOPs, WIs, and other essential documentation, ensuring alignment with best practices and business objectives. In addition, you will drive initiatives that improve customer experience through process enhancements, self-service options, and optimised workflows. Your contributions will also support internal teams by developing training materials and communications to deliver exceptional service. This role requires a strong ability to simplify complex information, adapt to evolving needs and consistently produce high quality content that aligns with our service goals.
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Responsibilities
- Ensure all customer-facing support content is relevant and in the right part of the customers online journey.
- Develop comprehensive documentation to meet organisational standards.
- Obtain a deep understanding of processes to translate service information into simple and engaging content.
- Write user-friendly content that meets the needs of the target audience, turning data-driven insights into improved or new self-support content.
- Evaluate current content and develop innovative approaches for improvement.
- Understand cross departmental processes to be able to research, outline, write, and edit new and existing content.
- Gather information from subject matter experts to develop, organise, and write procedure manuals and process documentation.
- Work with operations teams to identify all existing documentation, review and edit to the best possible work instructions and response templates.
- Design and document workflows by using process mapping tools (E.g.: Lucidchart, Visio)
- Develop infographics for content.
- Support automation projects connected to customer service.
- Maintain SharePoint site.
Qualifications
- Diploma level qualified, or equivalent working experience
- 2+ Years&apos experience in a content writing role for service or marketing purposes
- Experience with CRM and process mapping tools
- Experienced in writing and creating process documentation that is both accurate as well as easy to comprehend.
- Experienced in knowledge monitoring and improvement methodologies.
- Able to operate in a fast paced, dynamic environment and able to work under pressure.
- Excellent written and verbal communication skills in English.
- A team player with excellent interpersonal skills.
- The ability to think on your feet and make the right call when addressing hot topics.
- Keen, customer-oriented with excellent multitasking, time management, and organisational skills.
