Assist our community and help resolve inquiries empathetically accurately and on time
Become and remain knowledgeable about Meta products and community standards
Make well balanced decisions and personally driven to be an effective advocate for our community
Strong interpersonal skills verbal and written communication skills and most importantly empathy
Display a strong bias to doing whats right for our community in supporting Metas mission to #ShipLove
Investigate and resolve issues that are reported on Meta such as requests for account support and reports of potentially abusive content
Respond to user inquiries with high quality speed empathy and accuracy
Use market specific knowledge signals and insights to spot and scope scalablesolutions to improve the support of our community of users
Gather analyse and utilise relevant data to develop ways to improve the overall user experience on the site
Enforce Metas Terms of Use by carefully monitoring reports of abuse on the site
Review the reported content within agreed turnaround times and standards of quality
Identify inefficiencies in workflows and suggest solutions
Recognise trends and patterns and escalate issues outside the company policy to the global team
Recommended Qualifications:
Agreed upon minimum English language test score based on mutually agreed upon external English language test or acceptable approved equivalent
Agreed upon minimum language test score based on mutually agreed upon external English language test or acceptable approved equivalent for the language supported by each specific agent in addition to English
Minimum score to be achieved in Vendor reasoning/analytical test mutually to be agreed upon between both parties
Some degree of further education/college desirable to be mutually agreed upon between both parties
Minimum of 1year prior Operations experience in a shared services Business Process Outsourcing environment or comparable service/process mgmt. environment
High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each agent which is critical to be aware of the cultural/regional differences for nuanced policy decisions to INB2901724be applied in accordance with Metas abuse standard policies and training material
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