KHMER CONTENT MODERATOR - Relocate in Malaysia

About the Role

Khmer Content Moderator / Customer Support. Relocate to Malaysia. Content moderator screens, monitors and approves content in compliance with site guidelines, maintains online reputation, promotes excellent customer service and helps cultivate a strong community around the brand.

Responsibilities

• Assist our community and help resolve inquiries empathetically, accurately and on time.
• Become and remain knowledgeable about social media products and community standards.
• Make well-balanced decisions and be an effective advocate for the community.
• Investigate and resolve issues reported on social media such as account support requests 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 community support.
• Gather, analyze and utilize relevant data to develop ways to improve overall user experience.
• Enforce Terms of Use by carefully monitoring reports of abuse and reviewing reported content within agreed turnaround times and quality standards.
• Identify inefficiencies in workflows, suggest solutions, recognize trends and escalate issues outside company policy to the global team.

Qualifications

• Education: Bachelor’s Degree or at least Diploma or equivalent in any discipline.
• Language: Must have B2 level English proficiency (reading, writing, speaking and aural comprehension).
• Experience: Minimum 6 months work experience in customer support in any industry; fresh graduates welcome with degrees in English with Communication, English for Professionals, Mass Communication, or related fields.
• Call centre experience is not required but is an advantage.
• Required interpersonal attributes: passion for communication and interacting with people, ability to receive continuous feedback, work in a fast-paced environment, positive attitude, willingness to learn, good reasoning and analytical skills, critical thinking and proactive attitude, ability to speak, read and write the required language to support.

Skills / Technical Skills

• Minimum typing speed of 40 wpm with 90% accuracy.
• Computer literate and fully conversant in Microsoft Windows and Microsoft Office.

Additional Information

• Role may perform other duties as requested that are not specifically addressed in this document.
• Relocation to Malaysia required.