Customer Advocate

Overall purpose and responsibilities of the role:

As a Customer Advocate, your primary responsibility is to provide the best experience possible to all of our customers. This experience comes through offering customers quality support and assistance across multiple channels, such as phone, email, web and live chat.

Duties and Responsibilities:

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