Non Voice Customer Support - Mandarin (Penang)

Teleperformance; Penang; On-site; MYR 20,000 - 100,000; Full time

Job summary

A global digital service provider is seeking a Content Moderator to maintain safety in the online community. The role involves reviewing sensitive content while adhering to client policies and maintaining performance metrics. Required qualifications include a Bachelor’s degree or equivalent and proficiency in English and Mandarin. The position demands keen attention to detail, ability to manage high-stress situations, and compliance with continuous training programs. Rotational shifts are expected, and the company is committed to employee health and wellness.

Benefits

Trust & Safety wellness program

Continuous training programs

Qualifications

• B2 level English proficiency is mandatory.
• Must have a background in customer service or content moderation.
• Able to handle sensitive content emotionally.

Responsibilities

• Review and classify content uploaded by users.
• Comply with key performance indicators set by the client.
• Participate in training programs for optimal development.

Skills

B2 level English proficiency

Mandarin proficiency

Attention to detail

Experience in KPI driven environments

Typing speed of 40wpm

Familiarity with internet laws

Education

Bachelor’s Degree or Diploma

Tools

Microsoft Windows

Microsoft Office

Job description

Think of this role as someone who will ensure safe experiences for both people and businesses across the global, online digital community.

As a Content Moderator, you will be instrumental in keeping the global digital community safe. You will be working at a computer each day, reviewing, and managing internet content which at times will be of a sensitive/Egregious and/or graphic nature, and you will be trained on how to apply the client's policies, and then use these policies to uphold the established community guidelines.

Overview

Think of this role as someone who will ensure safe experiences for both people and businesses across the global, online digital community.

Qualifications

Education background:

• Bachelor’s Degree or at least Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency and Mandarin (reading, writing, speaking and aural comprehension) https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions

Essential Requirements:

• Experience of working in a high transactional role, in a KPI driven environment.
• A background in either content moderation, customer service or any other role that involves working with daily targets.
• You will have a track record that demonstrates your ability to perform multiple tasks while paying close attention to detail.
• Mentally and emotionally able to handle offensive or disturbing behaviour, language, and content.
• Availability to work rotational shifts.
• Must be able to speak, read and write the required language to support

Preferred requirements

• Deep familiarity with social media, internet laws, policy regulations and market knowledge
• Content Moderation experience is preferred, but not essential.
• Bachelor's degree is preferred, however not essential.

Technical Skills:

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

Responsibilities

• Review, classify and/or eliminate content uploaded by users, according to the parameters and policies defined by the client.
• Comply with the key performance indicators defined by the specific client operation and maintain a high level of quality in each case that you review.
• Make timely escalations in accordance with established procedures.
• Comply with corporate confidentiality policies and ensure the appropriate handling of customer information, to guarantee information security.
• Participate in continuous training programs established by the company for optimal development in the role.
• Comply with all instructions and procedures related and complementary to the role.
• Be attentive to the communications that arrive through the different communication channels of the company.

At TP we care deeply about the Health and Wellness of our employees, and we provide a dedicated Trust & Safety wellness program to promote and support whole person wellness throughout your employment journey. We have dedicated Wellness teams for each account who work to integrate wellness across the entire employee experience and our moderation teams are strongly encouraged to actively participate in training, group sessions, planned activities and initiatives, to foster a culture of Wellness.

TP is an equal opportunity employer and value diversity in our company. Therefore, we do not discriminate based on race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected status.