Ideal candidates will be comfortable understanding social media campaigns and Pages.
Applicants must have experience with dealing with tool bugs, have an eye for detail, appetite for research and gathering data insights, and the ability to use that to improve processes and standards.
Purpose of the Role:
Customer Service, technical and troubleshooting support for all geo requests
Review requests from page administrators needing assistance
Complete requests based on the policies outlined by Facebook
Ensure Policy Enforcement on all supported workflows.
Identify trends of abuse that highlight gaps in policies
Raise awareness to the teams and Team Leader about potentially problematic content to enhance policy definitions
Client Interaction
Proper grammar, spelling and tone when interacting with internal and external clients regarding requests, both in English and native language.
Ability to explain policy in a way that internal and external clients can understand without violating privacy and disclosure requirements
Offline review: Working Knowledge on ability to review user generated content and decide whether it's compliant with policy
Areas of Responsibilities:
Stakeholder/Business Management:
Update required applications & tools and keep SME and TL informed of new issues
Respond through email and chat in a timely manner
Meet/Exceed targets set within the key research activities
Ensure exceptional viability / acceptance rate
Process Improvements and Adherence:
Meet process SLAs / metrics - productivity and quality targets within the established timelines
Ensure process guidelines are followed and met as documented.
Stay updated with the process knowledge / changes - refer to knowledge updates/ repositories to effectively process transactions
Adhere to security practices set by organization
Project Control, Management and Review / Program delivery:
Receive tickets/work on issues related to respective process
Raise/update CRM tool under required categories for issues identified and escalate to the SME / TL
Customer Relationship Management:
Provide information, troubleshoot bugs and/or issues, update required applications & tools and keep SME and TL informed of new issues
People/Team:
Contribute to and participate proactively in knowledge sharing sessions
Participate and contribute to organizational activities
Personal Excellence:
Record own attendance and time sheet related data
Complete mandatory training for self as identified
Align individual goals with team objectives (work cohesively with the team)
Requirements:
BA/BS degree or equivalent experience
2-3 years experience in this field
Fluency in English (written and spoken)
Fluency in any of the following languages: German, Polish, or Turkish (written and spoken)
EU citizenship or Stamp 4 visa
Offer:
Salary: Starting from 27,000 per year
Permanent contract
PMI Private Medical Insurance
Life assurance
Competitive maternity benefits of 12 weeks paid Leave
Working hours: 9am - 6pm Monday to Friday
If you would like to hear a little bit more about it, please email me your CV to [email protected] or Apply now!
