Job description: Content advertisement moderation, authorization of submitted advertisements to be uploaded on the social media platform, validate that the submitted advertisements are following polices. 

Key Responsibilities: 

• Assist the community and help resolve inquiries empathetically, accurately and on time
• Become and remain knowledgeable about products and community standards
• Make well balanced decisions and personally driven to be an effective advocate for the community
• Strong interpersonal skills, verbal and written communication skills and most importantly empathy
• Display a strong bias to doing what’s right for the community in supporting the mission of the platform to #ShipLove
• Investigate and resolve issues that are reported on the platform 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 the platform’s 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 team
• Strives towards customer retention and loyalty, fully supporting the customer to achieve a successful outcome to his/her enquiry
• Logs cases from customers into the customer relationship database
• Tracks and follows cases to ensure that they have been closed in an efficient and timely manner
• Provides and maintains strong, professional relationship with all customers and shows empathy at all times
• Follows Contact Centre procedures and ensures availability to take calls/chats, adopting the handling procedure and AUX code guidelines
• Works effectively as part of a team, developing effective and supportive relationships with colleagues and management
• Provides feedback to his/her superior on new/emerging issues that have been identified and works to proactively highlight areas that need to be improved
• Is positive and proactive and has a desire for positive improvement in quality
• Takes on board feedback and adapts skills accordingly
• Follows and applies  regulation regarding Personal Data Confidentiality
• Other duties as assigned