Customer Care Subject Matter Expert

Bratsi, Limón
Permanente
Tiempo completo

Hace 6 días

Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society.The Subject Matter Expert (SME) Customer Service Representative acts as the operational coordinator of the best practices provided on daily basis by the QA team. Their focus is oriented to policy matters for the specific programs in which they work on. The person in this role helps build a bridge between the client stakeholders and the QA team funneling critical communication both ways. SME will provide functional support for policy questions, incidents, issues, requests and queries. He/she will liaise with QA team as required to resolve requests issues in a timely manner while ensuring proper documentation. The primary responsibilities are focused on floor support.Key Responsibilities

Coach and mentor new hire Agents at a minimum 1:15 ratio during classroom training and

nesting phase on the floor and/or remotely.

Support Team Leader in communicating process and policy changes effectively to operations

teams. Escalate issues impacting operations productivity or quality and identify process/system/tool/policy improvement opportunities

Assist Facebook’s community and help resolve inquiries empathetically, accurately and on time
Become and remain knowledgeable about Facebook 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 Facebook's mission
Investigate and resolve issues that are reported on Facebook 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 Facebook'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 Facebook policy to the global team
Co-facilitate with primary trainer during new hire on-boarding
Accountable for the accuracy performance of the agents

The person in this role should expect to perform some QA work to stay in touch with the regular stream
of client issues and provide supportSoft Skills

Communicating Effectively
Lead debriefing sessions with teams on edge cases and policy updates
Action production cases to ensure the knowledge proficiency
Contributes actively to team discussions.
Active Listening to comprehend new updates or specific requirements.
Ability to explain information and concepts clearly
Helping to recognize issues that need to be raised and provide information about it
Participate in team projects and activities as and when required
Demonstrates positive intent while working with management and QA team, understand their requirements and meet objectives

What we offerHealth and Life InsuranceAccenture days, 3 additional vacation daysOn site doctorBirthday leaveInternet reimbursementAccenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 743,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at .About Accenture We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.Visit us atEqual Employment Opportunity StatementWe believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Accenture

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