Community Manager / CSR

Role:
This role is integral to enhancing customer experience, fostering engagement within our community, and ensuring efficient issue resolution across various platforms.

Key Responsibilities:

• • Customer Support & Engagement
    • Provide prompt and professional assistance via email, chat, social media, and support tickets, addressing inquiries and resolving customer concerns effectively.

• • Community Management
    • Monitor and moderate online discussions, engage with community members, and maintain a positive and inclusive digital environment.

• • CRM & Data Management
    • Accurately record and manage customer interactions using Salesforce, HubSpot, Zoho CRM, Pipedrive, or Microsoft Dynamics 365.

• • Google Workspace Proficiency
    • Utilize Google Sheets for data tracking and reporting, Google Docs for documentation, and Google Slides for presentations and performance analysis.
• • Collaboration & Process Optimization
    • Work cross-functionally with internal teams to escalate and resolve issues, contribute to knowledge bases and FAQs, and improve overall customer support processes.

 

Skills & Competencies:

• • Proficiency in Google Workspace (Sheets, Docs, Slides, etc.) for data management, reporting, and presentations.
  • Strong verbal and written communication skills with the ability to convey information clearly and professionally.
  • Experience with CRM platforms for customer interaction tracking and case management.
  • Analytical mindset with the ability to interpret customer data, generate reports, and provide actionable insights using Google Sheets.
  • Strong problem-solving and multitasking skills to efficiently manage multiple interactions and priorities.
  • Ability to work collaboratively in a fast-paced, customer-focused environment.

 

Qualifications:

• • Junior Level: 6 months – 1 year of customer support or community engagement experience.
  • Senior Level: 1 – 5 years of experience in customer support, community management, or a related role.