SayPro Job Description: Customer Support Specialist

SayPro Monthly January SCMR-5 SayPro Monthly Classified Subscription Plans: Create and manage subscription plans for users to post ads by SayPro Classified Office under SayPro Marketing Royalty SCMR

Position: Customer Support Specialist
Department: SayPro Classified Office
Reports To: Subscription Manager, SayPro Monthly Subscription Plans
Location: SayPro Classified Office
Job Type: Full-time
Start Date: ASAP

Job Overview:

The Customer Support Specialist for SayPro Monthly Classified Subscription Plans will be responsible for providing exceptional customer support to users of the SayPro Monthly Subscription Plans. This individual will act as a liaison between the customers and the Subscription Manager, ensuring a seamless user experience when managing their classified ads subscriptions. Additionally, the role will focus on feedback management, gathering user insights, and offering actionable suggestions to improve the subscription plans in alignment with SayPro’s goals for the Monthly Classified Subscription Plans.

Key Responsibilities:

1. Customer Support & Query Resolution:
   • Respond promptly to customer inquiries regarding subscription plans, providing accurate information and troubleshooting assistance.
   • Guide customers through the subscription process, including plan selection, payment, and renewal procedures.
   • Address customer concerns and issues related to the functionality of the subscription plans, including technical issues with account access or ad postings.
   • Maintain a professional and friendly demeanor while interacting with customers via email, phone, or chat support.
2. Subscription Plan Management:
   • Assist customers in selecting the most appropriate subscription plan based on their needs and ensure they understand the benefits and features of each plan.
   • Provide clarity on the pricing, duration, and terms of each subscription plan to prevent misunderstandings.
   • Ensure that customer accounts are properly updated in the system after any changes in subscriptions, such as upgrades, downgrades, or cancellations.
3. Feedback Management & Reporting:
   • Collect and track user feedback on subscription plans and customer service experiences, using surveys, direct inquiries, and other feedback channels.
   • Compile feedback into actionable reports for the Subscription Manager, highlighting key areas for improvement or customer concerns.
   • Offer proactive suggestions for enhancing subscription offerings based on customer feedback and usage patterns.
   • Collaborate with the Subscription Manager and SayPro Marketing Royalty SCMR team to communicate and implement customer-driven enhancements to subscription plans.
   • Keep up to date with industry trends and competitor offerings to provide suggestions for subscription plan improvements.
4. Training & Support Materials:
   • Develop and maintain comprehensive FAQs and support documentation to assist customers in managing their subscriptions.
   • Educate customers on how to optimize their use of the subscription plans, including tips for ad postings, renewals, and maximizing plan value.
   • Conduct training sessions or webinars for customers, ensuring they understand all features of the subscription plans.
5. Customer Retention & Satisfaction:
   • Strive to ensure customer satisfaction through proactive communication and continuous follow-up on issues or requests.
   • Identify and escalate unresolved issues or complex customer complaints to the Subscription Manager.
   • Foster long-term customer relationships by encouraging repeat subscriptions, renewals, and upgrades.
   • Monitor customer interactions and satisfaction levels, ensuring high-quality service at all touchpoints.
6. Collaboration & Communication:
   • Work closely with the Subscription Manager, SayPro Classified Office, and the SayPro Marketing Royalty SCMR team to improve the subscription plan offerings.
   • Attend regular meetings with the Subscription Manager to review feedback, discuss improvements, and assess the performance of current subscription plans.
   • Collaborate with other departments such as the technical team to address and resolve technical issues impacting the subscription experience.
7. Additional Responsibilities:
   • Stay informed about any updates or changes to subscription plans and relay this information to customers as needed.
   • Assist in any special projects or initiatives related to subscription plan marketing, promotions, or improvements.
   • Handle administrative tasks such as maintaining customer support logs, tracking subscription renewals, and updating customer records.

Required Qualifications:

• Education: Bachelor’s degree or equivalent experience in Customer Service, Business Administration, Marketing, or related field.
• Experience: Minimum 2-3 years of experience in customer support, particularly within subscription-based services or classifieds platforms.
• Skills:
  • Strong communication skills, both verbal and written.
  • Excellent problem-solving and troubleshooting abilities.
  • Ability to manage multiple tasks and prioritize effectively.
  • Strong interpersonal skills and the ability to maintain professional relationships with customers.
  • Basic knowledge of subscription models and familiarity with payment processing systems.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM tools.

Desired Skills & Attributes:

• Attention to Detail: Ability to catch small discrepancies in customer accounts or subscription-related information.
• Customer-Centric Mindset: Passion for delivering outstanding customer service and ensuring customer satisfaction.
• Analytical Skills: Ability to analyze customer feedback and data to identify trends and areas for improvement.
• Team Player: Ability to collaborate effectively with different teams across the organization.
• Adaptability: Comfort with navigating fast-changing situations and subscription offerings in a dynamic environment.

Working Conditions:

• Location: The role is based at SayPro Classified Office.
• Working Hours: Standard office hours, with occasional flexibility required for urgent customer support needs or system updates.
• Remote Work: Not applicable, as the position requires direct interaction with the customer base and internal teams.

Why Join SayPro?

• Impactful Work: Be part of a team that helps users navigate their subscription journeys, making it easier for them to connect with others through SayPro’s classified platform.
• Growth Opportunities: Opportunity to contribute to the evolution of SayPro’s subscription plans and improve user experience through valuable feedback.
• Supportive Environment: Work alongside passionate and dedicated professionals committed to delivering quality service to users.

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This position plays a vital role in ensuring the continued success and enhancement of SayPro’s Monthly Classified Subscription Plans, providing high-quality customer support and valuable feedback to the Subscription Manager.