We're always looking for bright minds A career at Sony means more than a paycheck - it's a way of life Careers at Sony Electronics Who are the people that work for Sony? We're engineers, sales professionals, creators and leaders, but above all else we're innovators - each and every one of us. By creating products that people never thought could be, our team enlivens the senses and maybe even inspires the world. At Sony Electronics, we're always looking for bright minds.
Senior Content Officer Location Zaventem Job Purpose Europe's SUPPORT websites (a part of the overall marketing websites) receives per year more than 22m visits and generates more than 138m Page Views.This after sales support space has a tremendous importance to Sony Europe in general and CSE in particular as : Content published on the pages has a direct impact on the brand's perception. Consumers require content to be correct, easy to understand and easy to apply. Absence of required content will definitely have a knock on effect on the amount of contacts delivered to the contact centres and service centres with increased cost as a consequence. The Content Officer will be responsible for supporting Sony Europe's (technical) content creation and messaging efforts within the device, mobile support application and on the support websites and possible future new channels like Forum and Social Media.
Together with his / her peers within the content team, the Content Officer will take care of the full content lifecycle: Defining the needs Gathering relevant information Writing or adjusting the content following pre-set standards Making sure the content is localised following quality standards Publishing the material following deadlines and embargos using pre-defined processes for approval Promoting & sharing the material internally and externally Monitoring & analysing the results Fine-tuning where required Key Responsibilities and Scope for Decision Making Contributes to CSE's Self Help strategy with a main focus on : Contact avoidance - what can we publish on line to avoid calls at cost Service avoidance - what can we publish on line so that consumers do not return their SONY devices or believe it requires repair Shall be tasked with the Creation, maintenance and deployment of unique technical content for Consumers (public) and Customer Information Centre (internal), which is - easily accessible - relevant for their product or query - up-to-date - attracting a full user community - correctly localised - accurate and of the highest quality standard - in line with standardised publishing and regulatory guidelines Shall - based on agreed priorities and deadlines - safe guard the timely release of new product information in line with Jigiyobu's and Sony Europe's communication embargo's and as supervised by the Content Manager.This encompasses knowledge base readiness, publication of instruction manuals and tutorials , compatibility modules, and creation and maintenance of firmware/software download sections. Follows the translation process workflows, ensuring that the English content is properly and timely localised into the required European languages and correctly injected into the multilingual knowledge base or Website CMS. Will make sure that drivers, firmware releases and patches find appropriate and easy to understand descriptions and are consistently deployed. Executes on Pre-defined and planned requirements for new or updated knowledge articles, Tutorials or Hotnews based on: - User feedback and behaviour reporting (including CIC) - Feedback Analysis of Market, Community, Agents and Service Centres - Design Engineering, Service Engineering and Contact centre input - Business group and Quality Centre needs - Other Internal Customer's needs Assists in the monitoring and improvement of the customer satisfaction ratings on the after sales websites, making sure that any adaptations of existing content are propagated to all applicable languages Supports the Content Manager with the creation of On-line triage for basic troubleshooting and device FAQs.
Ensures the article search mechanism is based on correct, relevant and popular keywords Shall ensure transparency towards his / her manager internal stakeholders, highlighting the relevant published and planned updates through reporting and weekly review meetings which may involve further consultation with outsourced service providers. Escalates and/or resolves live content issues promptly where applicable Proposes improvements that will benefit the operational efficiency (can be development and / or process improvement proposals) Qualifications and Experience Bachelor / Master degree or similar (or proven experience) Proven experience with HTML/XML/Jquery or other web-related technologies is a strong asset Experience in document management and version tracking is a plus Technically savvy, strong interest in tomorrow's products and technologies Strong knowledge in (technical) content creation for online publishing and writing for a multi-language web content domain Excellent written knowledge and communication skills in English and a good knowledge of at least 1 other European language. (Near-)Nativeness in any of the following languages is seen as an asset: German, English, French, Italian, Polish, Spanish Accuracy and close attention to detail of written work Able to adapt writing style to selected audience Strong customer focus, ideally with front-line consumer service experience (i.e. contact centre, store, service) Business creative, persistent a...
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