Understand customer enquiries and respond via applicable channels: email, chat, and call backs
Understand customer enquiries and ensure they are answered or routed through the appropriate support channel
Manage customer escalations and ensure that these are answered, tracked, and escalated as required
Perform all procedures accurately, including following Facebook documented call flows, work processes, data entry requirements, and complaint management processes
Ensure all SLAs are met accordingly
Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
Provide a high level of professionalism and competent customer service
Job Requirement
Able to communicate effectively with customers in a friendly and polite manner following the Facebook processes
Able to read, write, and speak fluently and spontaneously in both English and, for native speakers, in their native languag
