SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR
Title: SayPro Classified User Support and Help Management
Department: SayPro Classified Office
Division: SayPro Marketing Royalty SCMR
Report To: Head of Classified Services and User Experience
Reference: SCMR-5 (January Monthly), SayPro Quarterly Classified User Support and Help Management
Position Summary
The SayPro Classified User Support and Help Management role is responsible for delivering fast, efficient, and friendly support to users across all SayPro Classified platforms. This role ensures user queries, complaints, feedback, and technical support issues are resolved within defined timeframes, aligned with SayPro’s Service Commitment Metrics and Reporting (SCMR) standards.
The core responsibility of this role is Response & Resolution Time Management, which ensures that all user inquiries are acknowledged promptly and fully resolved within 24 hours or less, whenever possible, maintaining SayPro’s reputation for responsiveness and reliability.
Key Responsibilities
1. Response & Resolution Time Management
- Inquiries Handling: Monitor and manage all incoming support queries from classified users via email, chat, helpdesk, or phone.
- Acknowledgement Time: Ensure initial acknowledgment of all inquiries within 1 hour of receipt during business hours, or by the next working hour if received after-hours.
- Resolution Deadline Compliance: Strive to resolve 100% of inquiries within 24 hours, with a minimum internal benchmark of 95% resolution within the same day.
- Prioritization: Use a ticketing system to categorize and prioritize issues based on urgency (e.g., payment issues, ad posting failures, login problems).
- Monitoring & Alerts: Set up automatic alerts and dashboard views to track unresolved or delayed tickets, triggering escalation processes when necessary.
- SCMR Tracking: Maintain accurate logs of inquiry timestamps, resolution notes, and response times as per SayPro Monthly SCMR-5 metrics and audit requirements.
2. User Communication & Satisfaction
- Provide courteous, clear, and professional responses to all inquiries.
- Proactively update users if resolution will take longer than expected, with revised timelines and explanations.
- Follow up with users post-resolution to ensure satisfaction and to close support tickets with user consent.
3. Reporting and Compliance with SCMR
- Prepare and submit monthly performance reports aligned with SCMR-5, focusing on:
- Average response time
- First-time resolution rate
- Number of escalations
- User feedback scores
- Contribute data and insights to the SayPro Quarterly Classified User Support and Help Management review meetings.
- Ensure full compliance with SayPro Classified Office guidelines, KPIs, and escalation protocols defined by SayPro Marketing Royalty SCMR.
4. System and Tools Management
- Maintain the support ticketing and CRM systems to reflect real-time updates on user interactions.
- Collaborate with IT or platform development teams to troubleshoot recurring or systemic issues affecting user experience.
5. Continuous Improvement
- Recommend changes in workflows or policies to improve resolution times and reduce repetitive inquiries.
- Participate in quarterly training workshops to stay updated with SayPro Classifieds platform upgrades and support standards.
Key Performance Indicators (KPIs)
- Response Time: 100% of inquiries acknowledged within 1 hour.
- Resolution Time: 95% of inquiries resolved within 24 hours.
- Customer Satisfaction Score (CSAT): Maintain a CSAT score of 4.5/5 or higher.
- Ticket Closure Rate: 98% of all monthly tickets closed without re-openings.
- Compliance with SCMR: Full alignment with SayPro SCMR-5 monthly and quarterly standards.
Qualifications
- Minimum 2 years in customer support or helpdesk management.
- Familiarity with ticketing software (e.g., Zendesk, Freshdesk, or SayPro’s internal platform).
- Excellent communication, problem-solving, and multitasking skills.
- Knowledge of SayPro Classifieds platform preferred.
Work Environment & Tools
- Hybrid role with in-office days required during monthly SCMR review cycles.
- Use of SayPro internal Classified CRM and Support Suite.
- Integration with SayPro HelpBot and Live Chat for real-time support.
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