Content Moderator in Athens (Greece)

Where: Athens (Greece)

Extent of Work: Full Time

Click here to apply in English

Job description: Content advertisement moderation, authorization of submitted advertisements to be uploaded on the social media platform, validate that the submitted advertisements are following polices.

Key Responsibilities:

  • Assist the community and help resolve inquiries empathetically, accurately and on time
  • Become and remain knowledgeable about products and community standards
  • Make well balanced decisions and personally driven to be an effective advocate for the community
  • Strong interpersonal skills, verbal and written communication skills and most importantly empathy
  • Display a strong bias to doing what’s right for the community in supporting the mission of the platform to #ShipLove
  • Investigate and resolve issues that are reported on the platform 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 the platform’s 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
  • Strives towards customer retention and loyalty, fully supporting the customer to achieve a successful outcome to his/her enquiry
  • Logs cases from customers into the customer relationship database
  • Tracks and follows cases to ensure that they have been closed in an efficient and timely manner
  • Provides and maintains strong, professional relationship with all customers and shows empathy at all times
  • Follows Contact Centre procedures and ensures availability to take calls/chats, adopting the handling procedure and AUX code guidelines
  • Works effectively as part of a team, developing effective and supportive relationships with colleagues and management
  • Provides feedback to his/her superior on new/emerging issues that have been identified and works to proactively highlight areas that need to be improved
  • Is positive and proactive and has a desire for positive improvement in quality
  • Takes on board feedback and adapts skills accordingly
  • Follows and applies  regulation regarding Personal Data Confidentiality
  • Other duties as assigned
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