Opening For CMM5 ITES Trust & Safety Bangalure

Staffing Services; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

Staffing Services seeks a detail-oriented Trust and Safety content reviewer to study and classify user submissions in line with client guidelines. The role involves live chat support, troubleshooting, and escalation where needed, ensuring timely, accurate responses and high-quality service.

You will stay updated on product features and policies, document interactions, and collaborate with cross-functional teams to deliver seamless customer support across multiple platforms from Bengaluru,

Qualifications

• Experience with live chat support across multiple platforms.
• Ability to troubleshoot technical issues and guide users to resolution.
• Strong focus on customer service and effective communication.
• Comfort with following and updating policies and guidelines.

Responsibilities

• Review, classify and/or remove content according to client guidelines.
• Understand and remain updated on changing client policies and guidelines.
• Investigate, resolve, and relay complex content issues to the broader Trust and Safety team.
• Provide support to customers via live chat on various platforms.
• Respond to customer inquiries in a professional and timely manner.
• Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving concerns.
• Identify and resolve customer issues and complaints effectively
• Escalate unresolved issues to higher-level support teams when necessary
• Maintain a calm, positive, and helpful attitude with all customer interactions
• Stay updated with product/service features, company policies, and troubleshooting steps to provide accurate information
• Provide clear and concise explanations to customers regarding products, services, or policies
• Manage multiple customer chats simultaneously while maintaining a high level of customer service
• Ensure that chat responses are efficient, clear, and accurate
• Meet performance metrics for response time, resolution time, and customer satisfaction
• Document customer interactions accurately in the system
• Log inquiries, complaints, and solutions provided for future reference
• Maintain detailed records of customer issues and feedback for quality and training purposes
• Work closely with other team members and departments to ensure seamless service delivery
• Share feedback, best practices, and insights with the team leader to improve overall team performance
• Maintain high levels of professionalism and ensure that all interactions align with company standards and policies
• Participate in regular training sessions to improve skills and knowledge

Skills

Live chat

Troubleshooting

Customer service

Communication

Job description

Review, classify and/or remove content according to client guidelines, using specific tools and channels

• Understand and remain updated on changing client policies and guidelines
• Investigate, resolve, and relay complex content issues to the broader Trust and Safety team
• Provide support to customers via live chat on various platforms.
• Respond to customer inquiries in a professional and timely manner.
• Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns.
• Identify and resolve customer issues and complaints effectively
• Escalate unresolved issues to higher-level support teams when necessary
• Maintain a calm, positive, and helpful attitude with all customer interactions
• Stay updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information
• Provide clear and concise explanations to customers regarding products, services, or policies
• Manage multiple customer chats simultaneously while maintaining a high level of customer service
• Ensure that chat responses are efficient, clear, and accurate
• Meet performance metrics for response time, resolution time, and customer satisfaction
• Document customer interactions accurately in the system
• Log all inquiries, complaints, and solutions provided for future reference
• Maintain detailed records of customer issues and feedback for quality and training purposes
• Work closely with other team members and departments to ensure seamless service delivery
• Share feedback, best practices, and insights with the team leader to improve overall team performance
• Maintain high levels of professionalism and ensure that all interactions align with company standards and policies
• Participate in regular training sessions to improve skills and knowledge