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Content Moderator

3 months ago

Plano, United States Avacend Full time
Job DescriptionJob DescriptionPay Rate: $ 25/hr. On W2Duration: 6 MonthsWork Location: Plano, TX, USA - (Schedule: Hybrid 4 days in office 1 day remote)

Reviews Content Moderator

Job Description:

Top skills:

  • Ability to learn about, and understand with in-depth knowledge about specific products in multiple categories.
  • Ability to respond to both satisfied and dissatisfied customers in a professional and accurate way regardless of audience.

Position Summary:

  • This role will report directly to the Senior Manager, Digital Media. The Reviews Content Moderator is responsible for viewing and responding to reviews and ratings content as well as partner sites; to ensure the best customer experience and become voice. Moderators are integral in helping provide a wow customer experience to all clients customers.

Role and Responsibilities:

  • Assist in reviewing/responding of all incoming reviews for mobile (mobile, tablet, watches) for client and partner sites. Follow standard operating procedures on responding, managing, and reporting on all incoming reviews.
  • Become a product expert on all products in client's exciting mobile category
  • Provide direct responses to end-user consumer feedback using internal platform, or directly on partner's portal
  • Become and remain knowledgeable about Clients response policies
  • Improve end-user customer experience of products
  • Where appropriate, escalate reviews that are outside of company polices
  • Participate in regular meetings to discuss process improvements and updated guidelines

Background/Experience Required:

  • Minimum 2+ years content moderations
  • Bachelor's degree in related field or equivalent experience
  • Excellent written and verbal communication skills
  • Self-starter and focused work ethic
  • Strong emotional intelligence and resilience
  • MS Office: Internet Explorer, Excel, Word and PowerPoint

Necessary Skills & Attributes:

  • Demonstrated ability to interact in a team setting. The ability to write, read, interpret, and act based on a thorough understanding of policies, guidelines and SOP. Ability to respond to both satisfied and dissatisfied customers in a professional and accurate way regardless of audience. Ability to take directions and carryout tasks without constant supervision. Ability to learn about, and understand with in-depth knowledge about specific products in multiple categories. Ability to support and assist best in class reporting for notable issues and trends for products. Willingness to take on other responsibilities as needed.

Job Responsibilities:

  • Approve the resolution of customer's service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills.
  • Act as escalation point for clients/customers.
  • Approve the referral of unresolved customer grievances to designated departments for further investigation.
  • Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
  • Solicit sale of new or additional services or products.

Skills:

  • Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
  • Strong ability to work independently and manage one's time.
  • Strong ability to accurately document and record customer/client information.
  • Strong leadership and mentoring skills necessary to provide support and constructive performance feedback.
  • Previous experience with computer applications, such as Microsoft Word and PowerPoint.

Education/Experience:

  • 8-10 years customer service related experience required.