Mercy Corps recrute -MicroMentor Customer Service and Support Associate (Offre en anglais) Retour vers les opportunités

PROGRAM/DEPARTMENT SUMMARY:

MicroMentor is a Mercy Corps program that empowers business owners and experienced business mentors to connect in mentoring relationships. The MicroMentor web platform—an integrated system of technology, training, materials, and processes—is designed to deliver high-quality business mentoring cost-effectively and at scale. With MicroMentor:

• Individual entrepreneurs can solve business challenges through mentoring relationships with experienced peers and business professionals.
• Enterprise development organizations can build local mentoring networks and increase the quality, scope, and scale of the mentoring services they provide to their clients.
• Companies and business networks can support small businesses through skills-based volunteerism.

Mercy Corps currently serves US business owners through the MicroMentor program, but is expanding into Tunisia through a grant provided by the Agence Francaise de Développement (AFD).   This project will scale access to business mentoring and expertise by partnering with enterprise development organizations (also referred to as Affiliates) to enable these agencies to incorporate a low-cost, high-impact mentoring program into their services. The project goal is to help micro, small and medium entrepreneurs build successful businesses with the end goal of helping them to grow faster, generate more revenue, and employ more people.

[Describe overview of job missioGENERAL POSITION SUMMARY:

The Online Engagement Associate is the primary point of contact for MicroMentor’s individual users—entrepreneurs, volunteer mentors and administrators from entreprise development organisations—and is directly responsible for helping our members successfully utilize the MicroMentor platform service. This support will take the form of direct interaction with online site users as well as leveraging digital communication channels to continuously improve the effectiveness of educational content, with the ultimate goal of fostering mentoring relationships that are more meaningful, positive, and productive.

ESSENTIAL JOB FUNCTIONS:

1. Support an outstanding online experience for users by responding directly to requests, identifying areas where strategic intervention might make a difference, and using this information to support the technology development process; and investigate and resolve technical site issues.
2. Work with MicroMentor global team to resolve technical site issues, and to assure that online user needs are being met by technological updates, and to identify design and feature enhancements.
3. Boost user engagement by leveraging online communication channels to generate buzz and establish authority of mentoring program, which includes: sharing the collective experience of our users with the wider community (writing stories, curating a business advice column, and managing an e-news campaign); and participating in relevant discussions on MicroMentor site (Q&A, Groups)
4. Promote the brand of mentoring and cultivate the entrepreneurial ecosystem through events such as speed mentoring, workshops and networking events. Supporting and coordinating these events will be a critical component of this position.
5. Support an outstanding mentoring experience for users by educating entrepreneurs and volunteers about mentoring (individual/group, online/live); resolving all mentoring support cases as soon as possible; identifying strategic proactive support opportunities and performing outreach
6. Develop educational collateral for digital channels and classroom experiences to support the success of mentoring pairs. Support translation efforts to make English content available to audiences in Tunisia.
7. Coordinate and support ongoing monitoring and evaluation efforts—gathering, analyzing, and reporting on customer feedback and program data.
8. Other duties as requested.

Organizational Learning

• As part of Mercy Corps’ agency-wide Organizational Learning Initiative, all team members are responsible for spending 5% of their work time in formal and/or non-formal professional learning activities.
• Assist with the documentation and dissemination of institutional knowledge: operational procedures, case studies, lessons learned, and good practices in social innovation and economic development.

Accountability to Beneficiaries

• Mercy Corps team members are expected to support all efforts towards accountability, specifically to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.

SUPERVISORY RESPONSIBILITY:

This position will not supervise other employees. The Online Engagement Associate will support volunteers and interns who are assisting with customer service and community management tasks.

ACCOUNTABILITY:

REPORTS DIRECTLY TO:  MicroMentor Tunisia Program Manager

WORKS CLOSELY WITH: MicroMentor global team, volunteers, and interns, Social Innovations staff, Resource Development, Information Technology team, country office teams, and multiple partner organizations.

KNOWLEDGE AND EXPERIENCE:

Education (required except in the case of substantial professional experience)

• BA or equivalent, with demonstrated interest in entrepreneurship, adult education, human behavior, online communities, or other relevant topic.
• Fluent in French and Arabic, and advanced business proficiency in English

Professional Skills and Experience (3+ years required)

• Outstanding interpersonal and customer service skills.
• Ability to troubleshoot issues related to human relationships and technology
• Strong business writing and editing skills
• System thinker with the ability to use technology to make data-driven decisions
• Highly organized with strong attention to detail
• Facility with web and information technologies with proficiency with basic office software (Databases, E-mail, Word, Excel, PowerPoint), and quick to learn new interfaces
• Ability to work well independently, with minimal supervision, and to balance multiple priorities
• Ability to work with individuals from diverse cultural and socio-economic backgrounds.

Special consideration for:

• Record of boosting online engagement using a combination of SEO/SEM or social media tools
• Experience with preparing and delivering educational content for virtual environments
• Experience providing excellent customer service in an online environment

SUCCESS FACTORS:

The MicroMentor Customer Service and Support Associate should display an enthusiasm for sparking conversations online and a belief in the power of social networks to create change. The ideal candidate for this job will equally enjoy taking the bird’s eye view (viewing analytics data and hatching a plan) and getting down in the trenches (e-mailing, calling, messaging, blogging, posting). This person should be exceptional at developing rapport with a diverse range of individuals using a variety of communication methods. The MicroMentor user base is fertile ground for discussion and interaction and has so much room to grow. With a strategic mindset and an ability to deploy personable and interesting content to the right people at the right time, this position will wield the power of enriching a dynamic online business community.  The MicroMentor team has always been small and entrepreneurial, so the successful candidate must be a self-starter and embrace change. The rewards for the effective MicroMentor Customer Service and Support Associate will be expanded product offerings and a measurable increase in online activity.

LIVING/WORKING/ENVIRONMENTAL CONDITIONS:

This position is based in Tunis, Tunisia and may require up to 20% travel within Tunisia regions.