[Hiring] Customer Service Help Centre Search Coordinator @HRS Talent Solutions

Role Description

A visitor searches the help centre and sees no useful result. The Customer Service Help Centre Search Coordinator reviews an approved report of common search terms, compares them with existing articles, and notes gaps for the content owner. This remote role supports better online customer service through organized office administration. You will not invent answers or decide which new policy a company should publish.

• A person may search “change delivery address” while the help article is titled “edit shipping information.”
• Follow the employer's guide to record the term, available result, and possible gap.
• The work may include checking an article link from the search results and reporting whether it leads to current information.
• A useful note separates an observation about findability from a recommendation that requires editorial review.
• Routine assignments include:
• Review assigned online help-search reports.
• Compare common terms with approved article titles and results.
• Check whether a result page is current and accessible.
• Note terms with no useful result for the content owner.
• Group similar queries without losing distinct meanings.
• Keep a tracker of reviewed terms and outstanding questions.
• Refer proposed content changes for approval.

You do not need SEO or technical writing experience. Customer service and office administration background can help you understand questions and keep accurate notes, but neither is required. The employer will teach its help centre, reporting tool, and review process. Curiosity and careful reading are valuable here.

A home office or other focused workspace supports online review. The hiring company will confirm its tools and schedule.

• A search report might contain one unusually frequent term because a temporary notice is missing from the help centre.
• Note the date range and report source.
• If a search result is relevant but its title is obscure, identify the gap between the visitor's words and the article's language.
• You may also be asked to check a sample of zero-result terms manually.
• Do not enter private queries into a public search to reproduce them.
• The same term may appear in different forms, such as a product nickname and its formal name.
• A report that merges unrelated questions can make a real gap invisible.
• If a search result is broken, record the URL and error separately from the query analysis.
• Your summary should make the underlying observation easy to verify.
• A search for “reset” that returns no useful help article may show a wording problem, a missing topic or a temporary search issue.
• Similar phrases can be grouped for the content owner, but keep enough original wording to show what people actually searched for.
• The assistant reports patterns in online help use and directs urgent customer questions to support; the help centre owner decides what material to add or revise.

Application

Tell the team about a time you helped someone find instructions or noticed that useful information was hard to locate. An example from school or volunteering is acceptable. You need not have managed a help centre. Applicants selected for further consideration may be asked to apply on the employer’s website. The content owner will describe the reporting work at the next stage.