SayPro Monthly January SCMR-5 SayPro Quarterly Classified Ad Moderation and Management by SayPro Classified Office under SayPro Marketing Royalty SCMR
Role: Customer Support Specialist for Classified Ads Platform
Department: SayPro Classified Office
Reports To: SayPro Marketing Royalty SCMR
Alignment: SayPro Monthly January SCMR-5 SayPro Quarterly Classified Security and Data Protection Management
Role Overview:
The Customer Support Specialist plays a crucial role in assisting users with any issues they encounter while using the SayPro Classified Ads platform. This includes issues related to ad moderation, technical difficulties, and ensuring smooth communication between users and the support team. This role is essential for maintaining the integrity of the platform, ensuring compliance with security protocols, and ensuring a positive user experience.
Key Responsibilities:
1. Provide Customer Support for Ad-Related Issues
- Assist Users with Ad Moderation:
- Respond to user queries about ad approval, rejection, or updates, ensuring adherence to the platform’s moderation policies.
- Investigate reported issues regarding inappropriate content or violation of terms and conditions.
- Guide users through the process of editing or updating their classified ads in compliance with SayPro guidelines.
- Resolve Technical Issues with Ads:
- Troubleshoot issues related to the display or functionality of ads (e.g., formatting, images not loading, or errors in the submission process).
- Collaborate with the technical team to identify and resolve any platform bugs or performance issues affecting ad visibility or functionality.
- Address Payment and Transaction Issues:
- Assist users who encounter issues with payment processing for ad listings.
- Provide guidance on payment methods, invoicing, and troubleshooting payment gateway errors.
- Provide Support for Ad Renewals and Deletions:
- Assist users who need help renewing or deleting expired ads.
- Ensure users are aware of the platform’s terms and policies regarding ad deletions and renewals.
2. Manage User Inquiries and Communication
- Respond to User Inquiries:
- Answer user emails, phone calls, and live chat messages in a timely and professional manner.
- Use a ticketing system to document, prioritize, and manage customer issues until resolution.
- Offer Solutions to Common Issues:
- Provide users with easy-to-follow solutions to common issues such as ad visibility, format errors, and payment-related concerns.
- Escalate complex technical or policy-related issues to the appropriate department (e.g., technical support or management).
- Educate Users on Platform Features:
- Assist new users by providing clear instructions on how to use the platform to post, manage, and track their classified ads.
- Offer guidance on optimizing ad performance and tips for attracting more viewers.
3. Collaborate with Other Teams to Ensure Smooth Operations
- Work Closely with the Moderation Team:
- Communicate with the moderation team regarding flagged or reported ads, ensuring that the content is reviewed and handled according to SayPro’s policies.
- Provide feedback on any patterns or recurring issues that require attention.
- Collaborate with the Technical Support Team:
- Coordinate with the technical team for any ad-related technical issues, such as bugs in the ad submission process or platform errors.
- Report and track issues that affect user experience or platform performance, ensuring they are promptly addressed.
- Coordinate with the Security Team:
- Ensure that all customer support activities comply with the security and data protection protocols outlined in SayPro Monthly January SCMR-5 SayPro Quarterly Classified Security and Data Protection Management.
- Report any security concerns or potential data breaches that users may report, ensuring compliance with data privacy standards.
4. Maintain Customer Support Documentation
- Create and Update FAQs:
- Develop and update a comprehensive FAQ section addressing common customer queries related to ad moderation, payments, and platform features.
- Document Support Tickets and Resolutions:
- Keep a detailed record of customer inquiries, issues, resolutions, and escalations to improve service and provide insights for future improvements.
- Track Key Performance Metrics:
- Monitor customer satisfaction levels through post-interaction surveys and other feedback mechanisms.
- Track the number of issues resolved and identify recurring problems that may require system improvements.
Key Tasks and Deliverables:
- Task 1: Ad Moderation Assistance
- Provide timely responses to users regarding the status of their ads.
- Ensure that all ads comply with SayPro’s content guidelines and provide feedback or corrections to users as necessary.
- Task 2: Technical Support for Ads
- Troubleshoot user-reported technical issues related to ad functionality and ensure smooth resolution.
- Escalate unresolved technical issues to the technical team, ensuring users are kept informed.
- Task 3: Respond to User Inquiries
- Use the ticketing system to manage inquiries, ensuring that each user receives a solution or update within a set timeframe.
- Track all customer interactions to identify common pain points that may need process improvements.
- Task 4: Collaboration and Escalation
- Maintain a collaborative relationship with moderation, technical, and security teams to resolve complex issues swiftly.
- Escalate severe or urgent problems that require immediate attention to the appropriate team.
- Task 5: Monitor and Improve Customer Support Experience
- Regularly review customer feedback to identify areas for improvement.
- Suggest improvements to the platform’s FAQ section or help guides based on frequent user queries.
Expected Outcomes:
✔ Efficient handling of user issues related to classified ads, ensuring minimal disruption to the platform.
✔ Increased customer satisfaction through timely responses and problem resolutions.
✔ Continuous improvement of customer support documentation and processes.
✔ Adherence to security and data protection standards as outlined by SayPro Monthly January SCMR-5 and SayPro Quarterly Classified Security and Data Protection Management.
✔ Streamlined communication with cross-functional teams to enhance the overall user experience.
Skills and Qualifications:
- Strong Communication Skills: Ability to communicate clearly and professionally with users.
- Problem-Solving Skills: Capable of troubleshooting and resolving technical and non-technical issues.
- Customer-Focused Mindset: Strong dedication to helping customers and improving their experience on the platform.
- Familiarity with Classified Ads Platforms: Previous experience with classified ads or e-commerce platforms is a plus.
- Knowledge of Security Protocols: Basic understanding of data security, especially in relation to user data and classified ads.
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