Community Content Moderator

Work Setup: Temporary Hybrid Set-up (Once a week onsite)

Work Location: BGC Taguig

The Community Content Moderator primary function is to monitor postings on various online forums and social media platforms and determine whether it requires a response. In this role, you may rotate through each channel to check new posts, engage with the community, investigate issues, provide customer support, or respond to enquiries with the intention of minimizing negative commentary for Webloyalty and its associated products.

Webloyalty takes a proactive approach to protecting its reputation by managing each channel where customer services can be contacted each channel playing an important role in identifying, anticipating, and responding to member queries. Primary channels include:

• Social Media
• Online Forums
• Websites (Contact Form)
• Blogs (Contact form)
• Billings Descriptor (Contact Form)
• Customer Services Email
• Customer Services Telephone
• Trading Standards / Citizens Advice Bureau

Requirements:

• Must have experience with content moderation, trust and safety, social media operations, incident management, risk, compliance, investigations, analytics
• Resume must show strong customer service experience background with role progression
• Key words or phrasing must indicate experience and awareness on social media platforms, content types, moderation decisions, incident handling, root cause, reporting, and data analysis
• Resume must show analytical indicators such as reporting, preparing dashboards, metrics, case analysis, investigations, quality, audits, trend identification or data-drive decision-making

Responsibilities:

• Demonstrated superior customer service skills that are logical and consistent
• Adept at social media language and slang
• Advance familiarity with current and developing social media trends and other popular culture references
• High levels of social and cultural awareness
• Strong emotional intelligence
• Ability to make quick, educated decisions, yet provide calm and considered customer responses.
• Experience and confidence in handling conflict
• Competence to deal with sensitive issues
• Ability to work under pressure and experience of working in a customer focused role