Content Moderator - Bahasa Maleyu- 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).

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.

Technical Skills:

• Minimum typing speed of 40wpm with a 90% accuracy score.
• Computer literate and fully conversant in Microsoft Windows and Microsoft Office.

Responsibilities

• 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.