CIC Content specialist - Service Operations

With us, you will find opposites that attract: A global group for innovative heating, ventilation, refrigeration and air-conditioning systems, where you are on a first-name basis across all hierarchies. A stable employer, alongside of whom you can develop yourself dynamically. With cultural diversity instead of simplicity. Where you can not only have really good ideas, but can also implement them.

As a CIC Content specialist for Service operations you will be responsible for designing, developing, and maintaining high-quality training and knowledge content for the Contact Center agents working in technical after-sales support.

Your work will directly contribute to improving agent capabilities, service consistency, and customer satisfaction across B2B channels.

You will work closely with the CIC governance team (CIC = Customer Interaction Center = Contact Center and Self-Service Interactions) on the development of a comprehensive training program for service agents (covering the training and development plan, content creation, and evaluation framework) and on ensuring that the training priorities are regularly reviewed and aligned with evolving business needs and service challenges.

You will collaborate closely with Affiliates, Contact Center teams, and subject matter experts to ensure that training programs and knowledge content are accurate, up-to-date, easy to understand and aligned with operational needs.

Your key responsibilities will include:

• Training Program Development

Design and implement a structured training and skills development plan for technical after-sales CSAs, including the creation of foundational training content and role-specific learning paths.

• Skills Evaluation Implementation

Support the rollout of a Contact Center skills evaluation framework to assess agent competencies and identify development needs.

• Training Delivery and Support

Execute training sessions and workshops, including “train-the-trainer” activities, to ensure consistent knowledge transfer across regions.

• Technical Content Creation

Develop and maintain technical training materials (about technology, products, service tools for professional and end-users) and FAQs, ensuring clarity, accuracy, and usability.

• Knowledge Management and FAQ Process

Convert insights from Contact Center data into structured FAQs, manage the FAQ lifecycle, and coordinate updates based on recurring issues and feedback.

• Content Collection and Review

Continuously gather content contributions from Affiliates and Contact Center teams, reviewing and updating materials to reflect the latest product and process changes.

Your Profile

We are looking for a structured yet creative professional with a passion for learning and knowledge sharing, and empowering others through high-quality content. You should be able to translate complex technical information into clear, engaging, and accessible content for diverse audiences.

Education and Mindset:

• Degree in Education, Communication, Technical Writing, or a related field is preferred.
• Excellent written and verbal communication skills, with the ability to make complex information clear and accessible.
• A creative thinker with a passion for exploring innovative learning methods and content formats.
• Structured and proactive mindset with attention to detail and a drive for continuous improvement.

Required Skills and Experience:

• Experience in training development, instructional design, or content creation, preferably in a technical or customer service environment.
• Familiarity with knowledge management systems and learning platforms.
• Ability to work collaboratively with cross-functional teams and subject matter experts.

Desired Skills and Experience:

• Familiarity with knowledge management systems and learning platforms.

• Experience in (B2B) customer service or technical support environments.
• Understanding of Contact Center operations and agent training needs.
• Experience with FAQ management, content governance, or digital learning tools.
• A Master’s degree in a relevant field (e.g., Business Analytics, Data Science, Economics, Engineering) and some technical knowledge is a plus, but not a strict requirement.
• Knowledge of multiple languages is a valuable asset, supporting effective collaboration across regions and enhancing content accessibility.

Daikin Europe is a subsidiary of Daikin Industries Ltd. and the leading provider of heating, cooling, ventilation, air purification, and refrigeration technology. The company designs, manufactures and brings to market a broad portfolio of equipment, as well as tailor-made solutions for residential, commercial, and industrial purposes in Europe, Middle East, and Africa (EMEA). To date, Daikin EMEA has over 12 000 employees across more than 59 consolidated subsidiaries. It has 12 major manufacturing facilities based in Belgium, the Czech Republic, Germany, Italy, Spain, Turkey, Austria, and the UK. Our aim is to drive sustainable and effective solutions, sparking a good climate for the generations to come. And all this can only be achieved because of our People. 

Good climate starts with people 
Our employees are the beating heart of our company. At Daikin, you get to work in a positive environment backed by trust, creativity and continuous improvement. Together, we create our top-quality solutions by empowering talented teams. You will get plenty of opportunities to learn and grow. We are deeply committed to a diverse and inclusive workplace culture that reflects the communities we serve. Good climate starts with people.