Job Description

Content moderators review the user-generated content to remove offensive, inappropriate and harmful content found on the internet based on the policies and guidelines of the workflows.

͏

Roles and Responsibilities:

• Enforce account's policy guidelines while reviewing complaints from the account's online community.

• Looking for spam within platform and complete video review for removal from the platform

• Deliver excellent customer service and ensure customer satisfaction in transactions

• Ensure accurate documentation of each transaction

• Attend to customer queries, concerns and complaints and provide first time call and / or transaction resolution

• Escalate transactions to proper parties following proper protocols

• Ensure compliance to all company policies and procedures

• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems

• Keep all company information which includes customer information confidential and secured

Qualifications:

• Completed at least 2 years in college education

• Experience in similar role may be required in specific programs with varying years of experience

• Open to freshers

͏

**Deliver excellent customer service through effective diagnosis and troubleshooting of client queries**

	- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

	- Assist clients with navigating around product menus and facilitate better understanding of product features

	- Troubleshoot all client queries in a user-friendly, courteous and professional manner

	- Maintain logs and records of all customer queries as per the standard procedures and guidelines

	- Accurately process and record all incoming call and email using the designated tracking software

	- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business

	- Organize ideas and effectively communicate oral messages appropriate to listeners and situations

	- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

͏

Mandatory Skills:

• Customer service orientation

• Excellent English communication skills (verbal and written) with neutral accent

• Exceptional problem-solving and analytical abilities. Strong leadership, organization, communication, interpersonal, and teamwork skills

• Familiarity with Internet technologies and related policy and regulatory environments

• Computer and keyboard skills (working knowledge of PCs e.g. MS Office)

Additional Skills:

• Teamwork

• Reasonable analytical skills

• Situation handling skills

• Good motivational fit (job, organization, location)

• Willing to work on shifting schedules, graveyard shift, holidays or rest days as may be required by business exigencies

͏

Deliver

		**No Performance Parameter Measure**

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

		2
		Self- Management
		Productivity, efficiency, absenteeism, Training Hours, No of technical training completed