Duties and Responsibilities:
o Respond to tickets both quickly and in a professional polite manner
o Resolve any customer issues efficiently and escalate to a Team Leader if required
o Ensure you treat all customers with the same principle we use at Carsales, EnRICH
o Be aware and prepared for fraudulent emails and advise Trust and Safety staff immediately
o Be aware and prepared for emails where people have been scammed and follow relevant procedure
o New tickets: work must start on tickets within 2 business hours
o Open tickets: Provide customers with regular updates on outstanding tickets
o Ensure that when you are logged in and available for chat when required
o Respond to chats both quickly and in a professional polite manner
o Resolve any customer issues efficiently and escalate to a Team Leader if required
o Ensure you treat all customers with the same principle we use at Carsales, EnRICH\Speed to Answer: Chats are required to be answered within 30 seconds
o Action all outstanding adverts requiring review and approval
o This process requires care and attention and should not be rushed
o This process must follow the outlined advert checking document
o Be aware of and prepared for fraudulent adverts and advise the Trust and Safety staff immediately
o Team expectations are to not have unapproved new adverts exceed 100
o Team expectations are to not have unapproved edited adverts exceed 100
o Team expectations are to not have unapproved hold adverts exceed 30
o Fraudulent adverts: Must not exceed 5 fraudulent advert approvals per month
o Maintain individual responsibilities
o Ensure any additional tasks or responsibilities you have been allocated are done as required
o Consider succession planning/training for these responsibilities
o These jobs may include, but are not limited to:
o Assist the marketing team with ad hoc promotions (shows, events etc)
o Monitor and assist with social media