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Hiring for "Community Operations (Native Vietnam)"

Keywords / Skills : Customer Support, Customer Service, Technical Support, Customer Support Executive, Customer Care Executive, Customer Care

1 - 7 years
Posted: 2018-08-17

Job Description
• 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 what’s right for our community in supporting Facebook's mission to #ShipLove.

• Investigate and resolve issues that are reported on Facebook such as requests for account support and reports of potentially abusive content.

• Review reported content and respond to user inquiries with high quality, speed, empathy and accuracy.

• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users.

• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site.

• Enforce Facebook's Terms of Use by carefully monitoring reports of abuse on the site.

• Recognize trends and patterns, and escalate issues outside the company policy to the global team

Language: Fluent in both English and Vietnam (Native)
• Min. 1 year 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 ‘rep’ – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with Social media abuse standard policies and training materials.

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