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Content Moderator – Multi-lingual (Japanese / Korean / Indonesian / Thais / Vietnamese / Mandarin)

Keywords / Skills : Customer Service

1 - 2 years
Posted: 2018-08-14

Industry
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
Role
Other Customer Service
Education
Bachelors
Degree
Posted On
14th Aug 2018
Job Description
Responsibilities: 
          o Assist our community and help resolve inquiries empathetically, accurately and on time 
          o Become and remain knowledgeable about social media products and community standards 
          o Make well balanced decisions and personally driven to be an effective advocate for our community 
          o Strong interpersonal skills, verbal and written communication skills and most importantly empathy 
          o Display a strong bias to doing what’s right for our community in supporting social media’s mission 
          o Investigate and resolve issues that are reported on social media such as requests for account support and reports of                               potentially abusive content 
          o Respond to user inquiries with high quality, speed, empathy and accuracy 
          o Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our                           community of users 
          o Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site 
          o Enforce social media Terms of Use by carefully monitoring reports of abuse on the site 
          o Review the reported content within agreed turnaround times and standards of quality 
          o Identify inefficiencies in workflows and suggest solutions 
          o Recognize trends and patterns, and escalate issues outside the company policy to the global team 

Minimum requirements: 
          o Language requirements: 
                     English language test score based on mutually agreed upon external English language test or acceptable approved                                 equivalent to EFSET at B2 or TOEIC 450 or IELTS 5.5 
                     Japanese / Korean / Indonesian / Thais / Vietnamese / Mandarin / Bahasa Malaysia literate 
          o Reasoning/analytical capabilities
          o Education: 
                     Bachelor Degree / Diploma from any field 
          o Experience: 
                     Minimum 1 year’s prior operations experience in a shared services, business process outsourcing environment or                                    comparable service/process management environment 
                     High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be                                        supported by each ‘rep’ – which is critical to be aware of the cultural/regional differences for nuanced policy decisions                            to be applied in accordance with social media abuse standard policies and training materials 



Key Skill(s)

About Company

Teleperformance is the global leader in outstanding customer experience.
We are the worldwide leader in Omnichannel customer experience. We’ve been providing superior customer care services for leading companies throughout the world since 1978, with expertise in many markets and verticals.
We work with people and for people to bring passion and excellence to our businesses like our own business. That is what we do. We transform passion into excellence.
With a large global footprint, we bring together best practices and experience from several countries worldwide combined with continuous innovation, the best mix of agents, efficient processes, intelligent analytics and strategic locations. This means rapid team assignment and a variety of solutions to provide a seamless and enriched customer experience wherever you need us.
We are moved by passion. It defines us. It motivates us. It moves us forward. And it is part of everything we do.
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