Content Moderator - Khmer - Penang

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.

• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension) https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions

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
• team