【Posting Closed】 Social Media Moderator Cum Customer Service ID:52331
This position is no longer available.
3,700 MYR ~ 4,200 MYRBandar Sunway/PuchongOver 3 months agoOverview
Salary
3,700 MYR ~ 4,200 MYR
Industry
IT/Telecommunications
Job Description
- To handle customers enquiries email, live chat and WeChat.
- Review and moderate all user-generated content and user profiles (either pre-, post- orreactive moderation) within forums, comments, images, videos and audio, liaising with the Legal and Community team where required.
- Manage the banned user process, and track and remove previously banned users
- Maintain the Moderation Guidelines and ensure they are up to date
- Service Community Admin accounts, processing emails and complaints, escalating when necessary
- Moderate communities located in social networking sites including Facebook, Twitter, and other similar social media platforms, adapting methodology where appropriate
- Produce reports on relevant moderation statistics, issues and outcomes
- Regularly feedback insights gained from community moderation into the Social Media team
- Monitor all industry and company information and news to anticipate potential issues
- To maintain a positive, empathetic and professional attitude towards customers always.
- To educate and disseminate product and services information to customers.
- To gather customers’ feedback for product and services enhancement.
- To compile data for reporting purpose on matters related to customer satisfaction, complaints, enquiries etc.
- To perform User Acceptance Testing (UAT) on in house product when required.
- To prepare user tutorial and frequently asked question when required.
Qualifications
Requirement
<Must>
- At least 3 years working experience in related field, such as Social Media Moderator, Customer Service
- Proficiency in Microsoft Excel, PowerPoint and Word. Demonstrated skills with query, reporting and analysis tools
- Good command in Mandarin and English in reading, written and oral.
- Able to work to tight deadlines and the flexibility to work extended hours when required
Skills
- Strong communication skills
- Customer centric mindset
- Good communication & interpersonal skills
- Able to multitask
- Able to work independently with a proactive approach to taking on a broad range of responsibilitiesEnglish Level
-
Other Language
Mandarin, English
Additional Information
Benefit
Breakdown
- RM100 parking allowance
- Medical & Dental Claims, Company Insurance & Medical Card
- AL: 20 daysWorking Hour
-
Holiday
-
Job Function