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
