Customer Service Representative- Content Moderation (CSR- Onsite)- Bacolod, Philippines

Transcom; Bacolod; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine (Tap Card Rewards)

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

A leading customer service provider in Bacolod, Philippines, seeks a Customer Service Representative specializing in Content Moderation. The role involves enhancing customer satisfaction by reviewing content, addressing trends, and identifying risks for improvement. Candidates must demonstrate positive interpersonal skills, ownership of quality, and the ability to thrive in an autonomous environment. This position offers a comprehensive benefits package, ensuring both personal and professional growth.

Qualifications

• Positive attitude and very good interpersonal skills are essential for this role.
• Ownership for quality, competence, and commitment to excellence are required.
• Ability to thrive on autonomy and be results-focused is important.

Responsibilities

• Identify and address ambiguous situations for the client’s platform quality.
• Learn complex policies quickly and discuss difficult subjects calmly.
• Update trends and report potential risks for improvement.
• Lead continuous improvement processes across the program.
• Participate in developing policy guidelines with cross-functional teams.

Skills

Very good interpersonal skills

Positive attitude

Ownership for quality

Ability to discuss difficult subjects

Open to feedback

Job description

Customer Service Representative – Content Moderation (CSR – Onsite) – Bacolod, Philippines

Location: Philippines, Bacolod City

Job category: Customer Service Representative (CSR)

Language: English

Overview

Transcom is looking for talented individuals like you to join our awesome team! Be a Content Moderation/Back Office for our Transcom Bacolod site. This role will focus on driving customer satisfaction by reviewing content and providing resolution based on prescribed guidelines, recognizing trends and patterns and raising issues timely, and maintaining extensive product knowledge.

Benefits

• Day 1 HMO
• Meal & Transportation Allowance
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In‑house & Online Pharmacy
• Scholarship Program
• Retirement Fund
• Free Meal & Medicine (through Transcom’s Tap Card Rewards)
• Loyalty Incentives
• Accidental & Life Insurance
• Free Shuttle Service

Responsibilities

• Identify and address ambiguous situations for the client’s platform quality team and over‑communicate when issues or bugs arise, plus identify workflow improvements.
• Learn complex policies quickly with curiosity and openness, and be comfortable with viewing disturbing content and discussing difficult subjects clearly and calmly.
• Update trends and outliers, report trends on individuals and teams, identify potential risks and opportunities for improvement.
• Create, revise, and augment detailed process maps, identify failure points, and prepare risk mitigation plans.
• Lead continuous improvement processes, proposing improvement and innovation methods across the program.
• Participate in developing document publishing strategy, policy and guidelines, work with cross‑functional business and technical teams, and remain detail‑oriented during long periods of focus.
• Goal of the Content Moderator is to keep the platform safe for all users.
• Additional responsibilities may be added as the needs of the business change and expand.

People

• Be open and receptive to constructive feedback.
• Help keep motivation high by supporting colleagues.
• Take full responsibility and the required action for assigned tasks.

Performance

• Understand, meet, and exceed targets set by your TL for different clients/projects.
• Propose motivational activities.
• Propose ideas for continuous improvement.
• Meet or exceed all attendance minimums.
• Adhere to all scheduled breaks and lunches.
• Zero justified complaints.
• Complete self‑training through the use of the Intranet.

Quality

• Have a clear understanding of quality expectations for the different clients and projects.
• Improve the quality of your work on a daily basis by learning and implementing new skills with help from Team Leaders, TQM and other Content Moderators.

Process Integrity

• Implement and respect TranscomWW standard practices.

What we are looking for

• Positive attitude.
• Very good interpersonal skills (both written and oral).
• Ownership for quality, competence, and commitment.
• Enjoy/thrive on autonomy within the franchise framework and be results focused.
• Highly motivated and prepared to work hard.
• High personal energy and enjoy a lively environment.
• Highly flexible and welcome change/improvements.