Social Media Moderator/customer Service Associate

4 days ago

Petaling Jaya, Malaysia Agensi Pekerjaan Smarttrend Sdn Bhd Full time

**Job Requirement**:

- Strong communication skills;
- At least 3 years of working experience in a related field;
- Optimistic, patiently, attentive, and responsible;
- Customer-centric mindset;
- Good communication & interpersonal skills;
- Pro-active problem-solving and decision-making skills;
- Able to work well within a team environment;
- Able to multitask;
- Able to work to tight deadlines and the flexibility to work extended hours when required;
- Able to work independently with a proactive approach to taking on a broad range of responsibilities;
- Proficiency in Microsoft Excel, PowerPoint, and Word. Demonstrated skills with query, reporting, and analysis tools;
- Good command of Mandarin and English in reading, written and oral.
- Review and moderate all user-generated content and user profiles (either pre-, post
- ,or reactive moderation) within forums, comments, images, videos, and audio, liaising with the Legal and Community team where required;
- Manage the banned user process, and track and remove previously banned users;
- Maintain the Moderation Guidelines and ensure they are up to date;
- Moderate communities located in social networking sites including Facebook, Twitter, and other similar social media platforms, adapting methodology where appropriate;
- Produce reports on relevant moderation statistics, issues, and outcomes;
- Regularly feedback insights gained from community moderation into the Social Media team;
- Monitor all industry and company information and news to anticipate potential issues;
- To maintain a positive, empathetic, and professional attitude towards customers always;
- To educate and disseminate product and services information to customers;
- To gather customers’ feedback for product and services enhancement;
- To compile data for reporting purposes on matters related to customer satisfaction, complaints, inquiries, etc;
- To perform User Acceptance Testing (UAT) on house products when required;
- Prepare user tutorials and frequently asked questions when required.

**Job Type**:

- Permanent

**Salary**:

- RM4,000.00 - RM5,500.00 per month

**Schedule**:

- Flexible hours

**Ability to commute/relocate**:

- Sunway: Reliably commute or planning to relocate before starting work (required)

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