SayPro Job Description for Employees in Customer Service and Support

SayPro Monthly January SCMR-5 SayPro Monthly Classified Renewal Reminders: Send reminders for ad renewals by SayPro Classified Office under SayPro Marketing Royalty SCMR

Position Title: Customer Service and Support Representative – Ad Renewals
Department: Customer Service & Support
Location: SayPro Classified Office
Reports To: SayPro Marketing Royalty Manager (SCMR)
Date: January 2025

Job Summary:

The Customer Service and Support Representative will be responsible for providing high-quality support to advertisers who have questions about the renewal process or experience issues during their ad renewal process. The individual will be tasked with sending monthly reminders for ad renewals as part of the SayPro Monthly Classified Renewal Reminders program, assisting customers with ad renewal inquiries, troubleshooting renewal issues, and providing resolutions to ensure a smooth experience for all advertisers. The representative will also work in close coordination with the SayPro Marketing Royalty team to ensure timely and accurate renewal reminders are sent out and to enhance overall customer satisfaction.

Key Responsibilities:

1. Customer Support for Ad Renewals:
   • Provide responsive and friendly support to advertisers via email, phone, or live chat regarding inquiries about the ad renewal process.
   • Assist advertisers in troubleshooting any issues they may encounter during the renewal process (e.g., payment issues, technical difficulties, account problems).
   • Guide advertisers through the necessary steps to successfully complete their ad renewal, ensuring clarity and satisfaction.
   • Escalate complex issues to higher-level support or relevant departments when needed.
2. Renewal Reminders and Communications:
   • Send monthly reminders to advertisers regarding upcoming ad renewals as per the SayPro Monthly Classified Renewal Reminders program.
   • Collaborate with the SayPro Marketing Royalty (SCMR) team to ensure timely, accurate, and well-crafted renewal reminders are sent according to the established schedule.
   • Monitor and track the effectiveness of renewal reminder communications, including customer responses and renewal rates.
3. Problem Resolution:
   • Proactively identify common issues related to ad renewals and work with other teams to resolve them efficiently.
   • Work to resolve customer concerns and complaints in a timely manner, maintaining professionalism and empathy while offering viable solutions.
   • Ensure all customer interactions are documented in the company CRM system for future reference.
4. Customer Education:
   • Educate advertisers on the importance of timely ad renewal and how the renewal process works.
   • Provide clear, concise instructions and FAQs to assist advertisers in renewing their ads easily and without issues.
   • Offer best practices and suggestions for improving ad visibility and engagement during the renewal process.
5. Collaboration with the Marketing Team:
   • Collaborate closely with the SayPro Marketing Royalty SCMR team to align on renewal campaigns and ensure consistency across communications.
   • Assist in identifying areas where the renewal process can be streamlined or improved based on customer feedback and support data.
6. Reporting and Feedback:
   • Regularly report on the status of ad renewals, including the number of successful renewals, any recurring issues, and customer feedback.
   • Provide feedback to the SayPro Marketing team regarding trends in renewal-related inquiries and areas for improvement in the renewal process.
7. Additional Administrative Tasks:
   • Maintain accurate customer records, including renewal dates, payment history, and issues raised.
   • Perform other administrative tasks as needed to ensure smooth operations in the customer support process.

Skills & Qualifications:

• Experience:
  • Previous customer service experience, preferably in an online platform or advertising environment.
  • Experience with CRM software and basic troubleshooting in a customer support context.
• Skills:
  • Strong communication skills, both written and verbal, with a friendly and helpful demeanor.
  • Problem-solving abilities with a focus on delivering customer satisfaction.
  • Ability to multi-task and manage time effectively, handling multiple customer inquiries simultaneously.
  • Attention to detail to ensure accurate renewal reminders and customer data.
  • Knowledge of or willingness to learn the classified ad renewal system and process.
• Education:
  • High school diploma or equivalent; college degree preferred.

Working Conditions:

• Full-time, permanent position.
• Occasional evening or weekend shifts may be required during peak renewal periods.
• Remote or in-office work depending on company policies.

Performance Metrics:

• Response time to customer inquiries.
• Customer satisfaction ratings (via surveys or direct feedback).
• Number of successful ad renewals processed per month.
• Efficiency and accuracy in sending monthly renewal reminders.

Why Join SayPro?

SayPro offers a dynamic and supportive work environment where employees are empowered to help advertisers succeed. The role provides the opportunity to make a direct impact on the customer experience by ensuring smooth, efficient, and effective ad renewals. You’ll work alongside passionate and dedicated colleagues who are committed to delivering top-tier service and creating positive outcomes for our advertisers.

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This role is key to maintaining the operational success of SayPro’s classified ad platform and to ensuring that advertisers are satisfied and continue to use our services for their needs. If you’re enthusiastic about customer service and enjoy problem-solving, this is a great opportunity for you to be part of a growing team!