Job Description

Job Summary Customer Support:
-Respond to customer queries across voice/email/chat efficiently and professionally, adhering to response time standards.
-Utilize templated email, chat and voice responses for specific inquiries and draft tailored responses when required.
-Retrieve necessary information from knowledge bases to address customer questions accurately.
-Process all incoming communications and log key information into the company's CRM system daily.
Content Moderation:
-Review user-generated content (e.g., ad text, images, messages) for compliance with company guidelines and country-specific laws.
-Ensure users adhere to Client's policies regarding account creation and usage, sending messages, and posting personal ads, using good judgment for borderline cases.
-Process and respond to user complaints and appeals related to content removal or account limitations.
-Take appropriate action on flagged content (approve/reject) and identify patterns in potentially harmful content, reporting trends to your manager.
-Evaluate content patterns to propose updates to keyword filters and flag filters causing high false positive rates.
Quality Assurance:
-Audit contact management tickets and moderation actions for quality, accuracy, and adherence to policy.
-Identify and report patterns in user pain-points, moderation misses, agent errors, possible filter creation or adjustment.
-Continuously improve QA scorecards and feedback loops in collaboration with supervisors to optimize level of agent output.
-Lead calibration sessions across departments to ensure consistency in decision-making.
-Report on quality trends and suggest princess of policy changes based on insights
SKILLS & QUALIFICATIONS
About you:
-Empathy and professional understanding of customer frustrations and concerns.
-High attention to detail and the ability to follow processes precisely.
-Constructive communicator and excellent stress management to maintain composure during high-volume periods or challenging interactions.
-Adaptability to unique situations and efficient task handling, adjusts criteria or focus areas as workflows evolve.
-Exposure to KPI-driven environments and SLA targets.
-Problem-solving skills to identify core issues and determine appropriate solutions.
-Analytical and objective mindset - maintains neutrality while reviewing others' work.
Technical Skills:
-Experience with social media or content moderation platforms is preferred.
-Proficiency with CRM systems for tracking and logging communications.
-Competency with contact management platforms and content moderation tools.
-Experience utilizing multiple tools to solve tasks.
-Familiarity with knowledge base systems for resolving customer issues.
-Basic understanding of data security protocols related to sensitive customer information.
-Ability to quickly learn and navigate company-specific applications and systems.
-Typing speed and accuracy sufficient for real-time customer communication.
Educational and Experience Requirements:
-Completion of secondary education preferred (e.g., high school diploma or equivalent). Additional college coursework or relevant certifications in customer service or communication are a plus but not required.
-1-2 years of experience in customer service, call center, or a related field preferred.
-German Language proficiency: C1-C2 level required.
Jordan Human Resources
Recruiter