Content Moderator

2 weeks ago

Petaling Jaya, Malaysia Teleperformance Full time

Overview:
Content moderator jobs continue to be on the rise as the online world never stops needing content moderation.

A Content Moderator is always on guard, maintaining the online reputation of a business. They screen, monitor, and approve content in compliance with the website’s guidelines. Also, they promote excellent customer service and help to cultivate a strong community around the brand.

Qualifications:
**Education background**:

- Bachelor’s Degree or at least Diploma or equivalent in any discipline.

**Work experience**:

- Minimum of 6 months work experience in customer support in any industry.
- Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
- Call centre experience is not a ‘must’ but would be a distinct advantage.

**Required Interpersonal Skills**:

- Passionate about communication and interacting with people is key to success in this role
- Able to receive continuous feedback and work in a fast-paced working environment
- Positive attitude and willingness to learn and go the ‘extra mile’ for self-improvement
- Good reasoning and analytical skills
- Able to demonstrate critical thinking, a proactive attitude
- **Must be able to speak, read and write the required language to support**

**Technical Skills**:

- Minimum typing speed of 40wpm with a 90% accuracy score.
- Computer literate and fully conversant in Microsoft Windows and Microsoft Office

**Responsibilities**:
(May perform other duties as requested that may not be specifically addressed in this document)
- Assist our community and help resolve inquiries empathetically, accurately and on time
- Become and remain knowledgeable about social media products and community standards
- Make well balanced decisions and personally driven to be an effective advocate for our community
- Strong interpersonal skills, verbal and written communication skills and most importantly empathy
- Display a strong bias to doing what’s right for our community in supporting social media’s mission
- Investigate and resolve issues that are reported on social media such as requests for account support and reports of potentially abusive content
- Respond to user inquiries with high quality, speed, empathy and accuracy
- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
- Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
- Enforce social media Terms of Use by carefully monitoring reports of abuse on the site
- Review the reported content within agreed turnaround times and standards of quality
- Identify inefficiencies in workflows and suggest solutions
- Recognize trends and patterns, and escalate issues outside the company policy to the global
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