Content Moderation _S01582685_CL 12_Hyderabad
TOP US CONSULTING and OUTSOURCING MNC
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Highlights:

1.00 - 3.00 Years
2.00 - 4.50 INR (Lacs)/Yearly
Full-time
Hyderabad

Skills

Content Moderation
Content Moderator
Chat Process
Chat Support

Roles & Responsibility

Skill required: User-Generated Content Moderation - Content Moderation
Designation: Trust & Safety Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
Language - Ability: English(International) - Expert.


What are we looking for? Key Responsibilities:
1. Customer Interaction:
o Provide support to customers via live chat on various platforms.
o Respond to customer inquiries in a professional and timely manner.
o Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns.
2. Issue Resolution:
o Identify and resolve customer issues and complaints effectively.

o Escalate unresolved issues to higher-level support teams when necessary.
o Maintain a calm, positive, and helpful attitude with all customer interactions.
3. Product and Service Knowledge:
o Stay updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information.
o Provide clear and concise explanations to customers regarding products, services, or policies.
4. Chat Handling:
o Manage multiple customer chats simultaneously while maintaining a high level of customer service.
o Ensure that chat responses are efficient, clear, and accurate.
o Meet performance metrics for response time, resolution time, and customer satisfaction.
5. Documentation:
o Document customer interactions accurately in the system.
o Log all inquiries, complaints, and solutions provided for future referenc
Maintain detailed records of customer issues and feedback for quality and training purposes.
6. Collaboration:
o Work closely with other team members and departments to ensure seamless service delivery.
o Share feedback, best practices, and insights with the team leader to improve overall team performance.
7. Quality Assurance:
o Maintain high levels of professionalism and ensure that all interactions align with company standards and policies.

o Participate in regular training sessions to improve skills and knowledge. 

Requirements

Roles and Responsibilities: •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
• Your expected interactions are within your own team and direct supervisor
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
• The decisions that you make would impact your own work
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work
• Please note that this role may require you to work in rotational shifts
Skills and Qualifications:
• Skills required

Communication Skills
Criteria: Written communication proficiency Filter Parameters:
Grammar and clarity in writing: Candidates will undergo a written test to assess their ability to respond to mock customer queries.
Tone and empathy: The ability to deliver customer-friendly, empathetic responses

Technical Knowledge (Preferred- not mandatory)
Criteria: Understanding of online payment systems and CRM tools Filter Parameters:
Familiarity with payment systems: Basic knowledge of payment gateways, billing processes, and common financial queries.
CRM and chat support software: Proficiency in customer management tools (e.g., Zendesk, Freshdesk).


Strong Critical thinking and Problem-Solving Ability
Criteria: Ability to handle complex customer queries Filter Parameters:
Problem-solving test: Candidates will be given hypothetical chat scenarios involving complex payment inquiries.
Handling escalations: Experience in resolving escalated or sensitive issues.

Performance Under demanding situations
Criteria: Ability to manage multiple chats/ difficult calls and meet KPIs Filter Parameters:
Simultaneous chat handling: Experience managing multiple chats in a high-volume environment.

KPI performance: Past performance metrics (response time, resolution rate, customer satisfaction scores).

Customer-Centric Mindset
Criteria: Empathy and focus on customer satisfaction Filter Parameters:
Test scenario: How well the candidate prioritizes customer experience in their chat test responses

6 Adaptability and Learning
Criteria: Willingness to learn and adapt

Any Graduation

About TOP US CONSULTING and OUTSOURCING MNC