Detailed Role & Responsibilities
- Moderate content to ensure accurate and precise decision is applied in the online space in compliance with client's policies and guidelines
- Gaining full understanding and in-depth knowledge of client policies and guidelines
- Reviewing user generated content and editorial generated content including but not limited to text, images, audios, videos
- Review sensitive content, sometimes involving graphic or otherwise disturbing text/videos/images
- Identifying improvement opportunities and solutions to problems
- Analyze and identify content that is not in compliance with requirements and flag for action in a timely manner
- Review the reported content within agreed turnaround times and standards of quality
- Recognize trends and patterns, and escalate issues outside of the established policies
- Use market specific knowledge and insights to spot and scope solutions to improve the support of user community
- Ensure on meeting daily KPIs
- Ensures that the process is followed correctly in Service Operations
- Ability to learn to work with customer internal tools
- Maintain a high degree of confidentiality while meeting strict deadlines
Technical Skills
- Excellent written, reading & spoken communications skills in Japanese and understanding of local culture
- Good communications skills (English)
- Online community experience and exposure
- Experience with confidential information collection and management (preferable)
Soft skills
- Ability to work independently
- Experience with social networking (or similar programs) Internet Savvy
- Interested in social media and current events (trending topics, viral news etc.)
- Quick learner and adaptable to learn new processes, concepts, and skills
- Be organized and able to manage time and tasks efficiently
- Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard
- Have a neutral mindset towards different content that needs classification, regardless of the content itself
- Result-oriented, self-motivated, independent and inquisitive
- Able to thrive in a fast-paced and team oriented environment
- Excellent analytical and research skills
Other Requirements
- Willing to work in 24x7 environment
- Should be comfortable working with explicit & sensitive content
- Ability to manage critical situations with minimum supervision
- Good interpersonal and communication skills
- Ability to perform in adverse situations
