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Facebook Page Moderator/ Customer Service Representative

Job Description:

 

  • This role is a customer service representative/ Facebook page moderator position for Pite Pite, a financial chatbot powered by ThitsaWorks

  • Rely on instructions and pre-established guidelines to perform the functions of the job

  • Need to work under immediate supervision and typically need to report to supervisor

  • The goal is to ensure excellent customer service and maintain high customer satisfaction.

Responsibilities:

  • Monitoring and replying comments and questions on Pite Pite page and chatbot Developing a repository of common questions and keywords

  • Collecting and recording new comments and responses for future content development

  • Intervening with standard responses when needed; creatively responding with customized messages when needed

  • Analyzing common questions and creating FAQ section

  • Keeping an eye on the reach and engagement of the Pite Pite Facebook page using Facebook Analytics

  • Communicating with Design, Business and Media teams about activities and results in the Chatbot and on Facebook page

Language Requirements:

  • Burmese (Native)

    • Able to interpret and understand main ideas of complex text on both concrete and abstract topics

    • Able to produce clear, detailed text on a wide range of subjects and explain a viewpoint on a topical issue

    • Able to use Burmese flexibly and effectively for social, academic and professional purposes

  • English (Intermediate)

    • Able to understand sentences and frequently used expressions

    • Able to communicate in simple and routine tasks

Skill set:

  • Social Media savvy (Facebook)

  • Able to type in Burmese on computer

  • Ability to multi-task, prioritize and manage time efficiently

  • Witty and friendly online personality

  • Problem-solver, Quick-thinker, Active-listener

  • Able to engage and respond to users in an accessible and helpful manner

  • Able to communicate and translate subject matter expertise into common conversational language in Burmese

Plus factors:

  • Proven customer support experience

  • Having knowledge in financial sector is a big plus. Interest in finance sector is a plus factor as well

  • Photo and Video editing skills are plus

  • Basic understanding of Facebook Analytics