Duties and Responsibilities
* Assist the client's community by resolving inquiries empathetically, accurately, and on time.
* Become and remain knowledgeable about the client's products and community standards.
* Make well-balanced decisions and strive to be an effective advocate for the community.
* Possess strong interpersonal skills, verbal and written communication skills, and empathy.
* Demonstrate a strong bias towards doing what is right.
* Investigate and resolve issues reported on the client's platform, such as account support requests and potentially abusive content.
* Respond to user inquiries with high-quality, speed, empathy, and accuracy.
* Utilize market-specific knowledge, signals, and insights to identify scalable solutions that improve community support.
* Analyze data to develop ways to enhance the overall user experience on the site.
* Enforce the client's Terms of Use by monitoring reports of abuse on the site.
* Review reported content within agreed turnaround times and quality standards.
* Identify inefficiencies in workflows and suggest solutions.
* Recognize trends and patterns, and escalate issues outside company policy to the global team.
Essential Competencies
* Possess strong personal resilience to operate in a pressured and fast-paced environment.
* Be highly adaptable and have a positive approach to challenges.
* Show the ability to make decisions.
* Be able to solve problems effectively.
* Prioritize tasks efficiently and manage time effectively.
* Work collaboratively as part of a team.
* Consistently meet KPIs on time.
Further Details
The role requires working in a specific location and adhering to set working hours. The salary is competitive, and the contract type is permanent.