Job Title

Role - Customer Communication Strategist - Assistant ManagerLocation - Bangalore, ETVWe 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-specificcontent for customer-facing channels, including voice scripts, email templates, chatresponses, and social media replies, applying nuances of customer psychology to drivedesired behavioral outcomes.● Leverage AI: Design, test, and refine effective AI prompts to generate or enhancecommunication drafts, build chat/voice bot interaction flows while ensuring speed and scalewhile maintaining brand voice, marketplace guidelines and accuracy.● Conduct Research & Analysis: Design and execute external customer surveys to deriveactionable insights, and research industry trends and best practices from the e-commerceecosystem 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 complexrequests, advising on appropriate communication channels, and integrating feedback tomeet 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-commercedomain.● Demonstrated ability and comfort with using Generative AI tools (e.g., LLMs) for contentcreation and refinement, specifically in crafting effective prompts.● Excellent writing, proofreading, and editing skills with a deep understanding of grammarnuances 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, coupledwith strong interpersonal and stakeholder management skills.