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JAPANESE SPEAKING CONTENT REVIEW ANALYST [YL2833-08]

Job title: JAPANESE SPEAKING CONTENT REVIEW ANALYST [YL2833-08]
Contract type: Permanent
Location: North - Penang
Specialisation:
Industry: Call Centres & Customer Service
Start date: 12 Aug 2020
Job Reference: 44818
Contact details: Yuki.Lim
Contact email: Yuki.Lim@jac-recruitment.com
Job published: about 2 months ago

JOB 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 personally driven to be an effective advocate for our community
  • Strong interpersonal skills, verbal and written communication skills and most importantly empathy
  • Display a strong bias to doing what’s right for our community in supporting social media’s mission
  • Investigate and resolve issues that are reported on social media 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, analyse and utilize relevant data to develop ways to improve the overall user experience on the site
  • Enforce social media 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

JOB REQUIREMENTS

  • Minimum 1-year prior operations experience in a shared services, business process outsourcing environment or comparable service/process management environment
  • High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each ‘rep’ – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with social media abuse standard policies and training materials