We are looking for an experienced community relationship manager to join our South African team as soon as possible.

The successful candidate should have experience with online reputation management, customer relations and social media management.

You should have excellent interpersonal skills, be a skilled communicator and have experience in managing expectations and conflict. You should be able to work both autonomously and in a team, meet demanding monthly targets and have a sense of accountability.

We are looking for someone who cares about improving the consumer experience. You should be comfortable talking to customers over the phone and be able to form a close connection with people quickly and easily.

You will benefit from an experienced and approachable support team with expertise in customer relations.

We work primarily in English and French but have a large international, multi-cultural team.

Your missions:
• Maintain/Improve the relationship with, and between, our thousands of customers
• Respond to email queries
• Respond to phone queries
• Monitor the quality of tutors/students joining the website
• Provide advice for improving tutor ads when asked
• Monitor suspicious behaviour & maintain a trusted tutor database
• Moderate the content uploaded to the website (e.g. photos and tutor recommendations)
• Improve the tutor/student matching service:

• Help students who have not received a response from a tutor
• Reach out to tutors to encourage them to respond to lesson requests
• Reach out to students to suggest new suitable tutors
  • Improve the processes in place (customer management, automatic reminders, repeated customer problems, etc.)
  • Improve and grow our social media presence across all major channels

• You are a native Anglophone
• An understanding of South African culture and customs is a plus
• Working knowledge of French is a plus
• Working knowledge of Afrikaans is a plus
• You have experience in customer relationship management
• You have experience in reputation management
• You have great oral communication and writing skills (friendly and empathetic)
• You like a challenge, you are curious and have a real desire to learn
• You know how to be proactive and work autonomously
• You have knowledge of online marketing, internet culture and the fundamentals of web communication.