Job Description:
Our ideal candidate will assist our client's community by empathetically, accurately and on time resolving inquiries. They will remain knowledgeable about client's products and community standards.
Key Responsibilities:
* Investigate and resolve issues reported on the client's platform, 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 support for the community of users.
* Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site.
* Enforce clients' Terms of Use by monitoring reports of abuse on the site, reviewing reported content within agreed turnaround times and standards of quality, identifying inefficiencies in workflows, suggesting solutions, recognizing trends and patterns, and escalating issues outside the company policy to the global team.
Essential Competencies:
* Strong personal resilience with the ability to operate in a pressured and fast-paced environment.
* High adaptability and positive approach to challenges.
* Ability to make decisions.
* Ability to solve problems.
* Effective time management and prioritization skills.
* Ability to work as part of a team.
* Ability to consistently hit KPIs on time.
Working Conditions:
* Working hours: Day - 9am to 5:30pm and Evening - 6pm to 2am.
* Shift: Day or Evening (Non-Rotational).
* Pay Schedule: Monthly.
* Contract Type: Permanent.