Documentation Specialist

The Documentation Specialist will be solely responsible for creating process documentation to ensure processes are clear, concise, accurate, and achieve the desired message. This involves updating and maintaining processes within customer care and engaging with other Departments on cross-departmental improvements that needs to be documented.

Process Improvement

• Update and maintain documentation on process improvements and process performance
• Review & identify areas to improve efficiencies of Customer Care processes
• Writing, reviewing and ensuring compliance with policies and procedures
• Creating onboarding and training guides for new starters to the team
• Reporting/Data
• Design & production of weekly & monthly reports

• At least one (1) year of experience in process documentation
• High/Excellent English written and oral communication skills
• High level of time management and organisational skills
• High attention to detail
• Moderate to High skills in Google Docs / Microsoft Suite
• Experience in the e-Commerce industry or retail industry is highly preferred
• Excellent organisational skills, including the ability to prioritise, manage time and meet deadlines
• Must be willing to work in the morning shift following the Australian Timezone
• Temporary work from home with a permanent office location in Bonifacio Global City, Taguig City

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.