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Updated 2024-11-12
Activated 2024-11-07

Customer Success Specialist + Content Moderator

This posting is managed by: Career International FOS Sdn Bhd
Company Name Company is not publicly visible
Job Type Customer Service - Customer Support
Sales/AE - Customer Success/Client Success
Customer Service - Telemarketing/Telesales
Location Asia Malaysia Pulau Pinang

Job Description - 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, analyze 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.
Company Info BPO industry
Working Hours Rotational shift
Job
Requirements		 Education background:
• Bachelor’s Degree or at least Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)

Work experience:
• Minimum of 6 months work experience in customer support in any industry.
• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
• Call centre experience is not a ‘must’ but would be a distinct advantage.

Required Interpersonal Skills:
• Passionate about communication and interacting with people is key to success in this role
• Able to receive continuous feedback and work in a fast-paced working environment
• Positive attitude and willingness to learn and go the ‘extra mile’ for self-improvement
• Good reasoning and analytical skills
• Able to demonstrate critical thinking, a proactive attitude
• Must be able to speak, read and write the required language to support

Technical Skills:
• Minimum typing speed of 40wpm with a 90% accuracy score.
• Computer literate and fully conversant in Microsoft Windows and Microsoft Office
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Native Level
Chinese Level Fluent
Salary MYR - Malaysian Ringgit MYR 78K - MYR 98K   
（Monthly Salary Range: MYR - Malaysian Ringgit MYR 6500 - MYR 8167 *Divided into12month ）
Other Salary
Description		 Professional development
Opportunities for promotion
Holidays Five-Day Workweek
Job Contract
Period		 Hiring Fulltime Position
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