SayPro Monthly January SCMR-5 SayPro Monthly Classified Rating and Reviews: Implement rating and review systems for ads or sellers by SayPro Classified Office under SayPro Marketing Royalty SCMR
Job Summary:
The SayPro Classified Rating and Reviews Manager will oversee the development, implementation, and management of the rating and review systems for ads and sellers on the SayPro Classified platform. This role will work closely with the SayPro Marketing team, the classified office, and other stakeholders to ensure users have a seamless experience in leaving and viewing reviews. Additionally, the manager will be responsible for providing exceptional user support, guiding users on how to leave reviews, resolving issues, and ensuring that reviews are fair, constructive, and in line with platform guidelines.
Key Responsibilities:
1. User Support & Engagement:
- User Guidance: Provide clear, concise, and easy-to-understand instructions on how users can leave reviews for ads or sellers. This includes written guides, video tutorials, and in-platform tips.
- FAQs and Help Documentation: Create and regularly update a comprehensive FAQ section addressing common user concerns related to reviews and ratings, such as how to leave feedback, how reviews are moderated, and how to handle negative reviews.
- Issue Resolution: Respond promptly to user queries related to the rating and review process. Provide effective solutions to common issues such as errors in posting reviews, dealing with fake reviews, or understanding review scores.
- Feedback Collection: Gather user feedback on the rating and review experience and suggest improvements to the system based on this feedback. Develop surveys to better understand user pain points and satisfaction levels.
2. Review System Implementation & Maintenance:
- System Setup: Implement the review and rating system for ads and sellers. This includes integrating and configuring rating systems on the platform and ensuring proper functionality.
- Monitoring Review Quality: Monitor the quality and appropriateness of reviews left by users, ensuring that they comply with SayPro’s content guidelines. Actively moderate reviews to prevent spam, offensive content, or misleading feedback.
- Reporting Issues: Address any issues related to the review system, such as technical glitches, fake reviews, or inaccurate ratings, and collaborate with the technical team to resolve them.
- Performance Analysis: Regularly track the performance and effectiveness of the rating and review systems. Use analytics tools to measure user engagement, review activity, and overall satisfaction with the system.
3. Collaboration with Stakeholders:
- Cross-Department Collaboration: Work closely with the SayPro Marketing Royalty SCMR team to ensure the review system aligns with the broader marketing strategy and brand goals. Collaborate with the technical and design teams to ensure the system is user-friendly, effective, and responsive.
- Communication with Sellers: Communicate with sellers to ensure they are aware of how reviews are collected and displayed. Provide guidance on managing their online reputation through reviews and ratings.
- Collaboration on Updates: Work with the product development team to enhance the review system based on user feedback and emerging trends in the market.
4. Ensuring Compliance and Fairness:
- Guidelines Enforcement: Ensure all reviews comply with the SayPro Classified platform’s content and conduct guidelines. Address inappropriate reviews, such as those containing offensive language, false information, or irrelevant content.
- Quality Control: Ensure that review scores are calculated and displayed accurately, taking into account relevant metrics and user feedback. Resolve any discrepancies or technical errors in the review system that could affect the integrity of the ratings.
- Transparency in Moderation: Maintain transparency in how reviews are moderated. Provide users with clear information on how their reviews are reviewed and handled.
5. Marketing & Promotion of Review System:
- Promote User Participation: Actively promote the benefits of using the review system to both buyers and sellers, encouraging more users to leave reviews to help others make informed decisions.
- Incentivization Programs: Collaborate with the marketing team to design campaigns that incentivize users to leave honest and constructive reviews. This could include offering discounts, rewards, or recognition for active reviewers.
- Marketing Materials: Assist in creating marketing content that highlights the importance of reviews in building trust within the platform. Provide content for newsletters, social media posts, and other channels to encourage user participation in the rating system.
6. Reporting & Feedback:
- Performance Reports: Provide regular reports on review activity, highlighting key metrics such as the number of reviews submitted, average ratings, user engagement, and trends. Present findings to stakeholders, including the marketing and product teams.
- Customer Satisfaction Reporting: Use customer feedback, both qualitative and quantitative, to assess user satisfaction with the rating and review system. Recommend strategies for continuous improvement.
Qualifications:
- Education: Bachelor’s degree in Marketing, Business Administration, or related field.
- Experience: 3-5 years of experience in user support, customer service, or product management, preferably in a digital or e-commerce environment.
- Skills:
- Strong written and verbal communication skills.
- Experience with content moderation and managing online communities.
- Familiarity with rating and review systems and e-commerce platforms.
- Analytical mindset with the ability to interpret user data and feedback.
- Proficiency in project management tools and customer support platforms (e.g., Zendesk, Freshdesk).
- Ability to collaborate with cross-functional teams and manage multiple tasks simultaneously.
- Excellent problem-solving skills and attention to detail.
Personal Attributes:
- Customer-oriented mindset with a passion for delivering excellent user experiences.
- Strong organizational skills with the ability to manage competing priorities.
- Proactive and resourceful, with a solutions-oriented approach.
- Ability to work independently and as part of a team.
Working Conditions:
- Full-time position.
- Hybrid work environment (remote and in-office).
- Occasional evening or weekend work may be required during peak times or special projects.
This position offers an exciting opportunity to make a significant impact on the user experience of SayPro Classifieds by ensuring that the rating and review systems are user-friendly, efficient, and aligned with the overall marketing strategy. If you’re passionate about customer experience, have a knack for problem-solving, and want to contribute to the growth of an innovative platform, we encourage you to apply!
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