Web Content Review Specialist

The Web Content Review Specialist provides exceptional customer care and resolution support within the standards and procedures of National Pen’s CARE team.

Job Title:                Web Content Review Specialist

Report to:               CARE Global Project Manager

Location:                 Montego Bay-Jamaica

 Overview of Role:

The Web Content Review Specialist provides exceptional customer care and resolution support within the standards and procedures of National Pen’s CARE team.

This role partners and collaborates with the Marketing Operations and other cross-functional team members to deliver an exceptional brand experience and highly personalized service through phone calls, emails, online reviews, and live chat engagement.

 What you will do:

• Report on online reviews portal (ex. Bazaarvoice and or Trustpilot) usage.
• Report on product review KPIS and streamline review approval process.
• Expand global platform usage starting with Europe and North America.
• Consolidate customer feedback, identifying and surfacing recurring challenges.
• Work with cross-functional teams to coordinate and prioritize solutions.
• Ensure timely responses to customer’s queries, reviews, and comments in coordination with the National Pen web support team.
• Nurture and build the relationships between National Pen and customers to improve transparency and strengthen trust in our brand.
• Automate the review collection process and gather feedback to drive our philosophy of a customer centric environment.
• Monitor performance against competitors and recommend improvements.

• Develop and automate reports, analytics and build dashboards to provide insights to relevant stakeholders and improve system functionality and processes to optimise business operational performance.

• Participate in system audits as directed by Management.
• Perform daily audits of the contact centre areas and report results to management and participate in investigations as necessary.

What we need from you:

• Certificate or Bachelor’s Degree in Computer Science, Communications, or related field is highly desired but not essential.
• 3 years’ experience with Bazaarvoice or Trustpilot online review portals is essential.
• Ability to prioritize, solve problems in a timely manner and multitask.
• Knowledge of the Ecommerce industry (personalized products is a bonus).
• Excellent communication and listening skills; fluent in English (spoken and written) with experience in conflict resolution.
• Self-motivated, strong attention to detail and results oriented.
• Maintain proper conduct with customers, accounts, and employees.
• Knowledge of office software such as Excel, Word, PowerPoint etc. with data processing experience and other data analysis capabilities are a plus.
• A team player with ability to communicate findings to a variety of audiences and across different time zones.
• Flexibility to work remotely or on site on weekdays/weekends/nights/public holiday or as per business needs.
• Ability to work to tight deadlines, multi-tasking, meeting business targets with minimum supervision and participate in business related activities.
• Other duties as required by Management.

We thank all applicants for their interest but only short listed candidates will be contacted