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Online Community Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia University of Reading Malaysia (Duln008(j) Full time
Job Description

This role is responsible for ensuring the accuracy and precision of content moderation decisions in compliance with client policies and guidelines.

The ideal candidate will have excellent written, reading, and spoken communications skills in Mandarin and a strong understanding of local culture.

You will work closely with our team to identify and address any issues that arise, ensuring that our content remains accurate and engaging.

Key Responsibilities
  • Moderate content to ensure accurate and precise decision-making in compliance with client policies and guidelines.
  • Gain full understanding and in-depth knowledge of client policies and guidelines.
  • Review user-generated and editorial content, including text, images, audios, and videos.
  • Identify improvement opportunities and solutions to problems.
  • Analyze and identify content not in compliance with requirements and flag for action in a timely manner.
  • Review reported content within agreed turnaround times and standards of quality.
  • Recognize trends and patterns, and escalate issues outside established policies.
  • Use market-specific knowledge and insights to spot and scope solutions to improve user community support.
  • Ensure daily KPIs are met.
Requirements
  • Excellent written, reading, and spoken communications skills in Mandarin and local culture understanding.
  • Good communication skills in English.
  • Online community experience and exposure.
  • Experience with confidential information collection and management (preferable).
  • Comfortable working in a 24x7 environment.
  • Ability to manage critical situations with minimum supervision.
  • Good interpersonal and communication skills.
  • Ability to perform in adverse situations.