A Talent Moderator ensures online communities and content adhere to guidelines by reviewing user-generated content (posts, images, comments) for appropriateness (hate speech, spam, graphic material), enforcing rules, engaging with users, answering questions, and escalating issues, requiring strong judgment, communication, and resilience to maintain a safe, positive environment.

Responsibilities

• Provide user with quality and timely responses by deeply understanding their concerns with our service.
• Monitor user inquiries and concerns on a regular basis through either chat, email, or phone calls.
• Provide insights on inquiry trends and concerns to report to other departments for continuous improvement of the product.
• Develop new ways and processes to provide our users with the best customer service experience.
• Collaborate with other departments and teams to resolve each user's issues with ease
• Learn and constantly improve product knowledge and understanding as new developments occur over the course of time.
• Review and moderate candidate profiles to ensure adherence to guidelines, eliminating inappropriate or fraudulent profiles.
• Other related tasks as assigned by the direct manager.

Qualification

• Bachelor’s degree in Business Management, Economics, or related field preferred.
• At least 1-3 years of experience as a Customer Service Representative
• Content Moderator in the BPO or similar industry preferred.
• Good verbal and written communication skills.
• Flexibility in working hours and open to work on a shifting schedule.
• Excellent problem solving skills, technologically savvy and proficient in using Customer Support software.
• Solutions-oriented and understands the importance of patience and empathy towards clients.
• Strong organizational skills to manage and document customer interactions.
• Ability to work in a fast-paced environment and handle high call volumes.
• Flexibility in working hours and open to work on a schedule of Monday-Friday (onsite), and Saturday (remote) from 9AM-6PM (PHT).