Content Moderator - Bahasa Maleyu- Penang

Teleperformance; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a dedicated Content Moderator to uphold the online reputation of their brand. In this engaging role, you will screen and monitor user-generated content, ensuring compliance with community standards while providing exceptional customer service. Your passion for communication and ability to make well-balanced decisions will help foster a positive online community. If you thrive in fast-paced environments and are eager to contribute to a supportive digital space, this opportunity is perfect for you. Join a forward-thinking company and make a meaningful impact in the world of content moderation.

Qualifications

• B2 level English proficiency required for effective communication.
• Minimum typing speed of 40wpm with 90% accuracy.

Responsibilities

• Assist community inquiries with empathy and accuracy.
• Investigate and resolve social media issues reported by users.
• Enforce social media Terms of Use and monitor reported abuse.

Skills

Communication Skills

Analytical Skills

Critical Thinking

Empathy

Education

Bachelor’s Degree

Diploma or equivalent

Tools

Microsoft Windows

Microsoft Office

Job description

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.