SayPro Monthly March SCMR-5 SayPro Monthly Classified User Communication: Enable direct messaging between users and admins by SayPro Classified Office under SayPro Marketing Royalty
Title: User Communication Flow Specialist – Auto-Reply and Template Integration
Department: SayPro Classified Office – SayPro Marketing Royalty
Report To: SayPro Classified Communication Manager
Reference: SayPro Monthly March SCMR-5 – User Communication Optimization Initiative
Job Purpose
To enhance the efficiency, consistency, and responsiveness of user communications within the SayPro Classified Platform. This role focuses on integrating automated replies and creating a robust library of template responses to address frequently asked questions. Additionally, the role facilitates seamless direct messaging between users and administrators, ensuring optimal user support and satisfaction.
Key Responsibilities
1. Optimize Communication Flow
- Analyze existing communication logs to identify common queries from users.
- Develop streamlined communication workflows that reduce response time.
- Integrate automated response tools within SayPro’s communication systems (email, chatbot, user inbox, etc.).
2. Design & Implement Auto-Reply Mechanisms
- Create rules and triggers for automatic replies based on keywords or inquiry categories.
- Set up intelligent auto-response systems for off-hours and peak traffic periods.
- Ensure responses are aligned with SayPro’s tone and branding.
3. Template Response Library Development
- Draft a set of standardized template responses for frequently asked questions (FAQs) such as:
- Account registration and login
- Ad posting and moderation
- Subscription and pricing inquiries
- Report abuse or fraudulent listings
- Regularly update templates based on user feedback and new FAQs.
4. Direct Messaging System Coordination
- Work with IT and UX teams to enable and improve the “Direct Messaging” feature between users and SayPro Admins.
- Ensure admin inboxes are categorized, prioritized, and delegated for quick resolution.
- Set response time SLAs (Service Level Agreements) for admin-user messages.
5. Monitor & Report
- Track performance metrics such as response time, resolution rate, and user satisfaction.
- Provide monthly updates to the SayPro Marketing Royalty on communication performance improvements.
- Flag unresolved or complex issues for escalation.
6. Training & Support
- Train internal staff and admin users on using the new communication features and templates.
- Provide guidelines and updates as new templates or auto-reply protocols are introduced.
Key Deliverables
- Auto-reply integration system live on all classified user contact points.
- Fully populated FAQ response template library.
- Operational direct messaging interface between users and admins.
- Monthly Communication Performance Report (MCPR) submitted under SCMR-5 objectives.
Required Skills and Qualifications
- Proven experience in customer support operations, CRM platforms, or communication automation tools.
- Familiarity with classified ad platforms or online marketplaces.
- Strong writing skills with the ability to convey tone and clarity in templates.
- Basic technical knowledge of chatbot or messaging integration (e.g., Zendesk, Intercom, Crisp, Tidio, etc.).
- Organizational and project management skills.
Key Performance Indicators (KPIs)
- Average user query response time (Target: < 4 hours)
- First response resolution rate (Target: 70%+)
- Template coverage rate of FAQs (Target: 95%)
- Admin response rate within SLA (Target: 90% adherence)
- User satisfaction rating post-interaction (Target: 4.5/5)
Work Environment
- Hybrid: Remote and in-office collaboration with the SayPro Classified Office.
- Coordination with IT, Product Development, and Customer Experience teams.
- Fast-paced, feedback-driven, and user-focused communication culture.
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