北京招聘

岗位：Content Moderator内容审核专员 (with English skill)

工作地点：TP槟城 马来西亚！！！

岗位职责：

1.懂得换位思考，并准确及时地协助用户解决问题

2.熟悉社交媒体产品的使用和社区标准

3.良好的人际交往能力和沟通能力，更重要的是具有同理心

4.做出有利于社群发展的正确决定，支持社交媒体的发展

5.负责调查并解决用户举报的内容，如，与账号相关问题，不良信息的举报

6.高效，及时准确地回复客户提出的问题

7.通过收集数据并作分析，制定提高整体用户体验的方法

8.在规定的时间内，按要求完成被举报内容的审查工作

任职要求：

语言要求：通过英文资格/等级考试，或相当于EF B2英文测试，托业450分或雅思5.5分

工作经验：至少有1年共享服务行业，或呼叫中心工作经验；

有亲和力，了解当地政治，社交文化—了解当地风俗文化，非常重要，因为在制定社交媒体滥用标准政策和培训材料时，需要考虑到各地区之间细微差别的政策。

Responsibilities:

l Assist our community and help resolve inquiries empathetically, accurately and on time

l Become and remain knowledgeable about social media products and community standards

l Make well balanced decisions and personally driven to be an effective advocate for our community

l Strong interpersonal skills, verbal and written communication skills and most importantly empathy

l Display a strong bias to doing what’s right for our community in supporting social media’s mission

l Investigate and resolve issues that are reported on social media such as requests for account support and reports of potentially abusive content

l Respond to user inquiries with high quality, speed, empathy and accuracy

l Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users

l Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site

l Enforce social media Terms of Use by carefully monitoring reports of abuse on the site

l Review the reported content within agreed turnaround times and standards of quality

l Identify inefficiencies in workflows and suggest solutions

l Recognize trends and patterns, and escalate issues outside the company policy to the global team

Min. requirements:

l Language requirements:

English language test score based on mutually agreed upon external English language test or acceptable approved equivalent to EFSET at B2 or TOEIC 450 or IELTS 5.5

l Reasoning/analytical capabilities

l Education: Bachelor Degree / Diploma in any discipline

l Experience:

Minimum 1 year’s prior operations experience in a shared services, business process outsourcing environment or comparable service / process management environment

High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each ‘rep’ – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with social media abuse standard policies and training materials

Teleperformance是数字集成业务服务领域的全球领先集团，全球超过30万员工，是许多行业中***公司的战略合作伙伴。集团于2007年进入中国，是专业数字集成业务服务商，BPO服务商，及外包客服中心领域的专家；公司提供三个广泛的高价值解决方案系列：客户体验管理，后台服务和业务流程知识服务，通过TAP（Technology技术，Analytics分析，Process Excellence卓越流程）帮助企业更高效更智能的运营，提升业务成果。在客户体验管理服务方面，目前在中国运营了6个联络中心，分别在北京、西安、南宁、昆明、佛山以及上海，为各行各业的企业客户提供客服中心服务；可提供13种语言与方言服务（包括普通话，粤语，英语，法语，西班牙语，丹麦语，印尼语，日语，韩语，泰语和越南语等），覆盖15个垂直行业。