Content Moderator - Khmer Language - Penang

Role Overview

The demand for skilled content moderators continues to grow alongside the expanding digital landscape. As a Content Moderator, your primary responsibility is to safeguard the online presence and reputation of the company by carefully reviewing and managing digital content. This role entails analyzing submissions to ensure they comply with community and platform standards while fostering a positive environment for users. Additionally, excellent customer service skills are vital to nurturing strong community relations and supporting brand integrity.

Qualifications and Experience

• Academic credentials include a Bachelor's Degree or Diploma, or an equivalent qualification in any field.
• Proficiency in English at a B2 level across reading, writing, speaking, and listening, aligned with the Common European Framework of Reference for Languages.
• A minimum of six months’ professional experience in customer support roles within any industry is preferred.
• Recent graduates holding degrees in English with Communication, English for Professionals, Mass Communication, or related disciplines are encouraged to apply.
• Previous call center experience is not mandatory but will be considered an advantage.

Personal Attributes

• A genuine passion for effective communication and engaging with people is essential.
• Capability to receive feedback constructively and thrive in a dynamic, fast-paced work environment.
• Positive mindset coupled with a dedication to continual learning and self-improvement.
• Strong analytical thinking and sound reasoning abilities.
• Exemplary critical thinking skills and a proactive approach to responsibilities.
• Competent in reading, writing, and speaking the required language fluently.

Technical Competencies

• Minimum keyboard typing speed of 40 words per minute with at least 90% accuracy.
• Computer literacy including proficient use of Microsoft Windows and the Microsoft Office Suite.

Core Responsibilities

• Provide empathetic, precise, and timely assistance to the community by addressing user inquiries efficiently.
• Maintain up-to-date knowledge regarding social media products and community policies.
• Exercise sound judgment and demonstrate initiative in advocating for the community.
• Leverage excellent interpersonal skills, both verbal and written, with a strong emphasis on empathy.
• Commit to upholding social media’s core mission by consistently making decisions that support the community’s welfare.
• Investigate reports related to social media issues such as account support and abuse content rigorously.
• React swiftly and accurately to user concerns while ensuring quality responses with empathy.
• Utilize insights and market knowledge to identify and implement scalable solutions that enhance user support.
• Analyze data to find improvement opportunities that elevate the user experience on the platform.
• Enforce terms of use on social media by monitoring abuse reports thoroughly.
• Review reported content within designated deadlines and according to quality benchmarks.
• Identify and propose workflow enhancements to improve operational efficiency.
• Recognize emerging trends and escalate complex issues beyond company policy to global teams.