Job Description
Duties and Responsibilities:
* Assist our client's community by resolving inquiries empathetically, accurately, and on time.
* Stay knowledgeable about client's products and community standards.
* Make well-balanced decisions and demonstrate a personal drive to be an effective advocate for our community.
* Demonstrate strong interpersonal skills, verbal and written communication skills, and empathy.
* Display a strong bias towards doing what's right.
* 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 identify scalable solutions that improve the support of our community of users.
* Gather, analyze, and utilize relevant data to develop ways to enhance the overall user experience on the site.
* Enforce clients' Terms of Use by monitoring reports of abuse on the site.
* Review 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 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 a 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.
* Consistency in meeting Key Performance Indicators (KPIs) on time.