Customer Service Knowledge Manager

Author(s): Timothy Hickernell, Ben Dickie, Victoria Moore

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The Customer Service Knowledge Manager’s role is to collect, synthesize, organize, and manage corporate information and information services for business units providing internal and external customer service support. This includes ensuring that the storing, archiving, and taxonomical layout of information resources are consistent across and throughout the organization. The Customer Service Knowledge Manager is also responsible for developing and implementing cataloging systems, as well preserving the freshness and accuracy of cataloged items in the CSKM platform.

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