Ringier One Africa Media (ROAM)

Intern - Customer Experience & Moderation Executive

Job Summary

Support of the Customer Experience & Moderation team

  • Minimum Qualification: Bachelor
  • Experience Level: Volunteer, internship
  • Experience Length: 1 year

Job Description

Our Vision

We build Africa’s most valued marketplaces.

Your Mission in our Vision

Ensure the highest level of satisfaction from user inquiries
To perform consistently and provide timely, accurate and professional service at each and every user touchpoint.
Help curate high-quality listings which both buyers and sellers can trust

Reporting into
   
Customer Experience & Moderation Manager

Key Responsibilities
   
●    Respond to customer inquiries from all communication channels
●    Resolve problems encountered by users and provide help and advice on using PigiaMe’s services
●    Keeping accurate records of discussions or correspondence with customers;
●    Ensuring customer satisfaction by responding to customers in a timely manner and within the departments SLA
●    Upselling and cross-selling PigiaMe products to clients.
●    Review listings requiring moderation on a regular basis and approve and reject according to PigiaMe’s quality standards
●    Review online listings on a regular basis to identify any listings online in error and correct
●    Provide feedback to Product on user education gaps, auto-moderation issues, etc to help build the best product possible
●    Work with the Product team to conduct user research as needed
●    Other duties as assigned by the CX Manager or Company

Key Relationships
   
●    Management Team
●    Product team
●    Employees
●    External customers and merchants

Key skills and competencies
   
Skills:


●    Strong proficiency in MS office, especially in Excel and PPT
●    Strong proficiency in English, both verbal and written

Competencies:


●    Experience working in a call center is an added advantage
●    Outgoing personality, strong interpersonal skills, networker
●    Creative problem solver
●    Has attention to detail, punctual
●    Is accountable, has a sense of responsibility

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