SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR
Department:
SayPro Classified Office
Reporting To: Head of SayPro Classified Operations
Division: SayPro Marketing Royalty SCMR
Job Purpose:
To ensure timely, efficient, and user-friendly support services for all SayPro Classified platform users, while maintaining comprehensive records of interactions and producing monthly and quarterly reports in line with SayPro’s Strategic Classified Management Reports (SCMR).
Key Responsibilities:
1. Reporting & Documentation (Primary Focus):
- Monthly SCMR-5 Reporting (January and beyond):
- Compile detailed user support data and interaction metrics.
- Prepare SCMR-5 reports that outline:
- Number and types of inquiries received.
- Resolution times.
- Common user issues and trends.
- Recommendations for platform improvement.
- Submit SCMR-5 reports to the SayPro Marketing Royalty SCMR by the designated deadline each month.
- Quarterly SayPro Classified User Support Report:
- Aggregate monthly data into a comprehensive quarterly review.
- Compare performance across months.
- Identify recurring support themes, seasonal issues, and support bottlenecks.
- Collaborate with the Classified Development Team to recommend system or UX improvements based on report findings.
- Ticketing System & CRM Logs:
- Maintain accurate and detailed logs of all user interactions using SayPro’s support management software.
- Tag, categorize, and prioritize cases correctly for consistent tracking and faster resolution.
- Document resolutions and follow-up actions for each ticket.
- Support Knowledge Base Contributions:
- Create and regularly update FAQ entries, user guides, and troubleshooting articles based on commonly reported issues.
- Ensure all support content is documented, version-controlled, and accessible for internal and external users.
2. User Support & Engagement:
- Handle Inquiries:
- Respond to all user inquiries via email, live chat, and ticketing system with professionalism and empathy.
- Escalate unresolved or technical issues to the relevant internal teams.
- Onboarding Assistance:
- Guide new users through the platform features and how to submit classified ads effectively.
- Offer step-by-step assistance to users with limited digital literacy.
- Feedback Collection:
- Gather user feedback during support interactions.
- Channel this feedback into monthly reports and product enhancement discussions.
3. Performance Monitoring & Improvement:
- Track KPIs such as:
- First Response Time,
- Resolution Time,
- User Satisfaction Scores, and
- Repeat Inquiry Rate.
- Collaborate with the analytics and platform improvement teams to enhance system performance based on user behavior and support trends.
Qualifications and Experience:
- Diploma or Degree in Communication, IT Support, Business Administration, or related fields.
- At least 2 years of experience in customer or user support, preferably in digital platforms or classifieds.
- Proficiency with CRM and helpdesk tools (e.g., Zendesk, Freshdesk).
- Strong written communication skills for documentation and reporting.
- Analytical mindset with the ability to interpret trends and recommend improvements.
Personal Attributes:
- Empathetic listener and problem solver.
- Detail-oriented with strong organizational skills.
- Capable of working independently and in cross-functional teams.
- Committed to continuous improvement and user satisfaction.
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