What are the responsibilities and job description for the Market Specialist, Indonesia, WhatsApp position at WhatsApp?
WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 1.5 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas — making it accessible and reliable wherever you are. It's a simple and secure way to share your favourite moments, send important information, or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world.WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them. WhatsApp Customer Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues and are strong advocates for WhatsApp users.
Responsibilities: Core Operations: Effectively manage all service channels for your market by monitoring market specifics queues and ensure that all user inquiries are handled in a timely mannerLiaise closely with our vendors to ensure all operational KPIs and quality standards are meet and exceed targets while working collaboratively to improve processes and toolsCollaborate with partners in Product, Analytics, and Research to improve our processes and toolsFoster an environment of collaboration and build relationships with stakeholders to contribute to company prioritiesMarket Insights: Use market specific knowledge, signals, and insights to identify and develop scalable solutions to improve the experience for our usersLeverage various channels (e.g. Social media) to flag and escalate user sentiment on our product to the appropriate cross-functional partners to drive product impactProvide in-depth market summaries, inclusive of narratives that focus on trends, events, and improvement suggestionsDesign and present materials of visual impact and within brand guidelines to internal and external audiencesConducting market research for finding out the consumer requirement, arranging consumer forums, conducting customer interviews, etc., for exact analysis of consumer needs, and assisting in product development as per results obtained from the researchRisk Mitigation: Own and manage the risk of any critical events for your regionCreate local risk mitigation strategies in partnership with cross-functional teams for local eventsDeliver solutions for key experience issues through effective problem solving, data analysis and project management
Minimum Qualifications: Bachelor's degree and/or masters1 years experience in a customer support or operations roleProficient in English and BahasaStrategic thinker with analytical and creative problem-solving skillsClear communication with experience structuring and delivering presentations to an executive levelExperience working with global stakeholders
Preferred Qualifications: Bachelor's degree and/or masters1 years experience in a customer support or operations roleProficient in English and BahasaStrategic thinker with analytical and creative problem-solving skillsClear communication with experience structuring and delivering presentations to an executive levelExperience working with global stakeholders
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.
Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
Responsibilities: Core Operations: Effectively manage all service channels for your market by monitoring market specifics queues and ensure that all user inquiries are handled in a timely mannerLiaise closely with our vendors to ensure all operational KPIs and quality standards are meet and exceed targets while working collaboratively to improve processes and toolsCollaborate with partners in Product, Analytics, and Research to improve our processes and toolsFoster an environment of collaboration and build relationships with stakeholders to contribute to company prioritiesMarket Insights: Use market specific knowledge, signals, and insights to identify and develop scalable solutions to improve the experience for our usersLeverage various channels (e.g. Social media) to flag and escalate user sentiment on our product to the appropriate cross-functional partners to drive product impactProvide in-depth market summaries, inclusive of narratives that focus on trends, events, and improvement suggestionsDesign and present materials of visual impact and within brand guidelines to internal and external audiencesConducting market research for finding out the consumer requirement, arranging consumer forums, conducting customer interviews, etc., for exact analysis of consumer needs, and assisting in product development as per results obtained from the researchRisk Mitigation: Own and manage the risk of any critical events for your regionCreate local risk mitigation strategies in partnership with cross-functional teams for local eventsDeliver solutions for key experience issues through effective problem solving, data analysis and project management
Minimum Qualifications: Bachelor's degree and/or masters1 years experience in a customer support or operations roleProficient in English and BahasaStrategic thinker with analytical and creative problem-solving skillsClear communication with experience structuring and delivering presentations to an executive levelExperience working with global stakeholders
Preferred Qualifications: Bachelor's degree and/or masters1 years experience in a customer support or operations roleProficient in English and BahasaStrategic thinker with analytical and creative problem-solving skillsClear communication with experience structuring and delivering presentations to an executive levelExperience working with global stakeholders
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.
Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
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