Responsibilities:

• Responsible to resolve customer queries in a timely and accurate way through
inbound call, email or live chat
• Identify customer needs and assist them in using specific features and functionalities
in the social media platform
• Follow-up with customers to ensure their technical issues are resolved
• Become and remain knowledgeable aboutsocial media products and community standards
• Use market-specific knowledge,signals and insightsto spot and scope scalable solutionsto
improve the support of our community of users
• Identify inefficiencies in workflows and suggestsolutions
• Enforce social media Terms of Use by carefully monitoring reports of abuse on the site
• Gather, analyze and utilize relevant data to develop waysto improve the overall user
experience on the site
• Recognize trends and patterns, and escalate issues outside the company policy to the global
team

Requirements:

• Possess professional customer service skills; solutions mindset, multi-tasking, passion for
customers and ability to deliver exemplary customer experience.
• Prior working experiences in customer-oriented product environment, consulting, or operations
role
• Ability to follow process and collaborate effectively to work in a team
• Excellent written and communication skills in native and English language
• Basic knowledge on Social media platforms as well as Computer operations

Preferred Qualifications:

• Inbound calls, email and chat support experience as an advantage.
• Have exceptional grammar typing accuracy skills – experience with business communication
• Patience when handling tough cases
• High affinity and cultural awareness of political/social situation regarding the relevant
market/region that will be supported
• Flexible in shifting schedule