What are the responsibilities and job description for the Customer Success Specialist- Thai Support (Bangkok) position at Teleperformance?
Overview
The Content Moderator is responsible for reviewing content of a graphic nature, and enforcing policy decisions related to content, handling sensitive and complex issues faced by users to protect the platform and keep them safe; demonstrate ethics and genuine skill in restraint by applying policies correctly and ensuring quality, intellectual property, privacy, and online safety.
Qualifications
Education background:
- Bachelor’s Degree or at least Diploma or equivalent in any discipline.
- Must have C2/1 Native Language and B2 level English Language Proficiency (reading, writing, speaking and aural comprehension) https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions
Work experience:• Ideally 1-2 years work experience in content moderation• 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.
Essential Requirments:
- High empathy – required for handling sensitive cases
- High Emotional Quotient – empathetic skills and the ability to support people with extremely sensitive issues
- Investigation skills and experience, validating information across multiple data channels, tools and streams, analyzing information and simplifying it to enable streamlined escalations and fast knowledge sharing between teams and law enforcement agencies.
- Ability to prioritize work in a fast-paced environment while being open to feedback, wellness mindset and coaching, constant curiosity to learn and improve, high engagement during trainings, team and client meetings and engagement programs
You will have some experience of working in a high transactional role in a KPI driven environment
Ideally you will have a background in either content moderation, customer service or any other role that involves working with daily targets
Recent graduates with limited experience, but a willingness to learn and capability adapt are welcome to apply
You will have a track record that demonstrates your ability to perform multiple tasks while having a keen eye for detail
Technical Skills:• Minimum typing speed of 40wpm with a 90% accuracy score.• Computer literate and fully conversant in Microsoft Windows and Microsoft Office
Responsibilities
(May perform other duties as requested that may not be specifically addressed in this document)
- Review the content that has been received by internal systems or users to ensure that it complies with the community guidelines established within program.
- Comply with the performance indicators or parameters defined in the program
- Review, classify and / or eliminate highly sensitive content, uploaded by users, according to the parameters defined by the client. Make outbound calls/receive incoming calls for issues/sensitive situations and appropriately log events.
- Investigate & make timely escalations that require special attention in accordance with established procedures.
- Comply with corporate confidentiality policies and the proper handling of customer information to guarantee the security of the information.
- Participate in continuous training programs established by the company for optimal development in the role.
- Properly use the tools assigned for the development of their work.
- Comply with all the orders, instructions, procedures related and complementary to the role
- Be attentive to the communications that arrive through the different communication channels of the company
