Role - Customer Communication Strategist - Assistant Manager
Location - Bangalore, ETV
We are seeking a results-oriented Content Writer with a deep understanding of customer experience
(CX) communications to craft effective and engaging content across all key channels (email, SMS,
IVR, social media, and internal training).
We are seeking a results-oriented Content Writer with a deep understanding of customer experience
(CX) communications to craft effective and engaging content across all key channels (email, SMS,
IVR, social media, and internal training).
What you'll do:
? Develop Customer Experience Content: Create clear, non-promotional, and audience-specific
content for customer-facing channels, including voice scripts, email templates, chat
responses, and social media replies, applying nuances of customer psychology to drive
desired behavioral outcomes.
? Leverage AI: Design, test, and refine effective AI prompts to generate or enhance
communication drafts, build chat/voice bot interaction flows while ensuring speed and scale
while maintaining brand voice, marketplace guidelines and accuracy.
? Conduct Research & Analysis: Design and execute external customer surveys to derive
actionable insights, and research industry trends and best practices from the e-commerce
ecosystem to inform content strategy.
? Ensure Compliance & Quality: Ensure all content is easy to comprehend, clear, accurate,
concise, and strictly aligned with the brand's tone of voice, legal, and marketplace guidelines.
? Drive Optimization & Strategy: Proactively identify areas for communication improvement,
recommend changes based on best practices, and optimize content for cost-efficiency,
readability and improve customer experience metrics.
? Consult & Collaborate: Act as a content consultant to stakeholders, deciphering complex
requests, advising on appropriate communication channels, and integrating feedback to
meet functional objectives.
What you'll need:
? Bachelor's degree, preferably in Media/Communication or Journalism.
? 5-6 years of proven experience in content writing within the customer service or e-commerce
domain.
? Demonstrated ability and comfort with using Generative AI tools (e.g., LLMs) for content
creation and refinement, specifically in crafting effective prompts.
? Excellent writing, proofreading, and editing skills with a deep understanding of grammar
nuances and the ability to adapt different styles/tones.
? Strong command over both spoken and written English and Hindi.
? A self-starter with the ability to manage tight deadlines with minimum supervision, coupled
with strong interpersonal and stakeholder management skills.