Customer Service Advocate II

Facebook is a leading social media company, and they are seeking a Customer Service Advocate II to provide prompt and courteous responses to customer inquiries. The role involves researching and resolving inquiries while maintaining accurate records and ensuring effective customer relations.

Responsibilities:

• Ensure effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries. Accurately documents inquiries
• Initiate or processes adjustments or perform other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, research and/or assists with priority inquiries and special projects as required by management
• Provide feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed
• Maintain basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards
• Identify and promptly report and/or refer suspected fraudulent activities and system errors to the appropriate departments

Requirements:

• High School Diploma or equivalent
• Excellent verbal and written communication skills
• Strong human relations and organizational skills
• Ability to handle high stress situations
• Good judgment skills
• Strong customer service skills
• Ability to learn and operate multiple computer systems effectively and efficiently
• Basic computer operating skills
• Standard office equipment
• Associate Degree
• 2 years-of customer service or call center experience
• Knowledge of word processing, spreadsheet, and database software