Social Media Editor (Arabic)

Where: Dublin (Ireland)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Arabic

Purpose of the Role:

  • Customer Service, technical and troubleshooting support 
  • Review requests from page administrators needing assistance
  • Complete requests based on the policies outlined by Facebook
  • Ensure Policy Enforcement on all supported workflows.
  • Identify trends of abuse that highlight gaps in policies
  • Raise awareness to the teams and Team Leader about potentially problematic content to enhance policy definitions
  • Client Interaction
  • Proper grammar, spelling and tone when interacting with internal and external clients regarding requests, both in English and Arabic language.
  • Ability to explain policy in a way that internal and external clients can understand without violating privacy and disclosure requirements
  • Offline review: Working Knowledge on ability to review user generated content and decide whether it’s compliant with policy

Areas of Responsibilities:Stakeholder/Business Management:

  • Update required applications & tools and keep SME and TL informed of new issues
  • Respond through email and chat in a timely manner
  • Meet/Exceed targets set within the key research activities
  • Ensure exceptional viability / acceptance rate

Process Improvements and Adherence:

  • Meet process SLAs / metrics – productivity and quality targets within the established timelines
  • Ensure process guidelines are followed and met as documented.
  • Stay updated with the process knowledge / changes – refer to knowledge updates/ repositories to effectively process transactions
  • Adhere to security practices set by organization

Project Control, Management and Review / Program delivery:

  • Receive tickets/work on issues related to respective process
  • Raise/update CRM tool under required categories for issues identified and escalate to the SME / TL

Customer Relationship Management:

Provide information, troubleshoot bugs and/or issues, update required applications & tools and keep SME and TL informed of new issuesPeople/Team:

  • Contribute to and participate proactively in knowledge sharing sessions
  • Participate and contribute to organizational activities

Personal Excellence:

  • Record own attendance and time sheet related data
  • Complete mandatory training for self as identified
  • Align individual goals with team objectives (work cohesively with the team)
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