Advisor I, Customer service

Job Details and Requirements: ONLY FOR Zambia nationality DUTIES AND RESPONSIBILITIES:  Understand customer enquiries and respond via applicable channels: email, chat, and call backs  Understand customer enquiries 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  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 following the Facebook processes  Able to read, write, and speak fluently and spontaneously in both English and, for native speakers, in their native language