The Client Service Associate is to help support and expand our self-serve advertising customer base. They will also need to demonstrate the value of our advertising solutions and provide post-sales support for all Self-service products.
Primary job function:
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
Can understand the main ideas of complex text on both concrete and abstract topics
Can interact with a degree of fluency and spontaneity that makes regular interaction with native speakers
Can produce clear, detailed text on a wide range of subjects and explain a viewpoint on a topical issue giving the advantages and disadvantages of various options.
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2018/12/20 11:12
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