Process Associate
Function: Operations
BGC, Taguig Philippines
Responsibilities include but not be limited to the following:
· Assist our community and help resolve inquiries empathetically, accurately and on time
· Become and remain knowledgeable about social media 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 what’s right for our community in supporting social media's mission to #ShipLove
· Investigate and resolve issues that are reported on social media 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 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 social media's 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
· Recognize trends and patterns, and escalate issues outside the company policy to the global team
Minimum Qualifications:
· At least high school graduate
· 6 months at least experience in BPO industry
· No experience or freshie can apply
· Keen to details
Recommended Qualifications:
· Agreed upon min. English language test score based on mutually agreed upon external English language test or acceptable approved equivalent
· Agreed upon min. 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
· 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 ‘agent’ –which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with the online platform's abuse standard policies and training materials
Job Type: Full-time
Salary: Php24,000.00 - Php28,000.00 per month
Benefits:
- Health insurance
Schedule:
- Shift system
Supplemental pay types:
- 13th month salary
- Overtime pay
- Performance bonus
- Yearly bonus
Application Question(s):
- How much is your salary expectations?
