Spanish Customer Service Agent

Responsibilities: 

• Assist our community and help resolve inquiries empathetically, accurately and on time
• Become and remain knowledgeable about Meta 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 whats right for our community in supporting Meta's mission to #ShipLove
• Investigate and resolve issues that are reported on Meta 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, analyse, and utilise relevant data to develop ways to improve the overall user experience on the site
• Enforce Meta'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
• Recognise trends and patterns, and escalate issues outside the company policy to the global team

Recommended Qualifications:

• Agreed upon minimum English language test score based on mutually agreed upon external English language test or acceptable approved equivalent
• Agreed upon minimum 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
• Minimum of 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 INB2901724be applied in accordance with Metas abuse standard policies and training material