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
Job Purpose
To ensure all user queries submitted through SayPro Classified platforms are responded to promptly and professionally, maintaining a high standard of customer service. Additionally, this role is responsible for overseeing and implementing clean, descriptive, and SEO-friendly URL structures for all classified ad listings, in line with the SayPro Monthly Classified URL Strategy.
Key Responsibilities
1. User Query Management
- Monitor all SayPro Classified communication channels (email, chat, contact forms) to identify incoming queries and support requests.
- Ensure timely, accurate, and courteous responses by SayPro administrators within the specified service-level agreement (SLA).
- Coordinate with the admin team to assign and follow up on pending tickets.
- Maintain a log of response times and resolution rates to ensure performance tracking and reporting.
- Identify frequently asked questions and propose content updates or FAQs to reduce repetitive queries.
2. Customer Service Excellence
- Uphold SayPro’s standards of customer care by ensuring every user interaction is handled with professionalism and empathy.
- Act as a liaison between users and the relevant technical or support departments to resolve issues.
- Provide feedback and recommend improvements to enhance the user experience based on query trends.
- Conduct monthly performance reviews and submit customer satisfaction reports as part of SayPro Monthly SCMR-5 reporting.
3. URL Structure Management
- Collaborate with the Classified Office and IT teams to implement clean, descriptive URLs for all ad listings.
- Ensure that each URL reflects the ad’s title, category, and location to boost search engine visibility (e.g.,
www.saypro.com/classifieds/jobs/marketing-specialist-cape-town). - Audit existing classified listings to identify and correct poorly structured URLs.
- Maintain a consistent naming convention and structure across all listings as per SayPro Monthly guidelines.
- Recommend improvements to the classified software or CMS to enhance automated URL generation.
Required Skills & Competencies
- Strong written and verbal communication skills.
- High attention to detail and organizational skills.
- Proficiency in CMS platforms and basic understanding of SEO.
- Experience in customer support or community management.
- Ability to handle multiple tasks and respond to user needs promptly.
- Familiarity with web structure and content categorization.
Reporting Line
- Reports directly to: SayPro Marketing Royalty Lead
- Works closely with: SayPro Classified Office Team, Admin Team, and IT/Web Development Unit
Performance Indicators
- Response time to user queries.
- Customer satisfaction rating.
- Number of resolved queries within SLA.
- URL cleanliness and SEO compliance rate.
- Monthly SCMR-5 report submissions and audit findings.