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Understand customer’s inquiry and respond via phone and email.
Answer incoming calls and email and perform outbound calls related to Facebook products and services
Identify customer requirements 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.
Provide call backs and or call downs to customers if required.
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.
Able to communicate effectively with customers in a friendly and polite manner.
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