Customer Service Content Moderator

Job Description

Title: Customer Service / Content Moderator (Bilingual: Arabic/English)

Location: Mississauga, Ontario

Job Description

Our Social Media Content Moderation team works to create a welcoming and safe place for people to build communities. As a Social Media Content Moderator, you will be an essential component of our client’s safety effort. We are looking for someone who can apply our guidelines with reference to nuanced and context-dependent policies in an evolving environment. You will make autonomous decisions against challenging issues of a potentially sensitive or business-critical nature.

REIMAGINE YOUR CAREER

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns "Worlds Best Workplaces” “Happiest Employees,” and “Best Companies for Career Growth” awards every year? Then a Content Moderator position at Concentrix + Webhelp is just the right place for you!

As a Content Moderator, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as our “game-changers.” Together, we help the world’s best-known brands improve their businesses through exceptional customer experiences (CX) and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing exceptional customer service experiences as we are.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix + Webhelp, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

What You Will Do In This Role

As a Content Moderator, you will:

• Review products offered for sale on the client’s platform to ensure that they do not violate any current policies
• Address sensitive content which may be graphic, violent, or hateful, include offensive or derogatory language or other potentially distressing material
• Identify trends that highlight gaps in social media policies
• Demonstrate an understanding of market-specific legal and cultural practices that enable effective content review
• Analyze and independently render decisions against high volumes of live and active issues regarding social media user behavior
• Provide information, educate customers to update trackers, update required applications & tools and keep internal stakeholders informed of issues
• Be available to work within rotating shifts (Early Morning and/or late Night, weekends/ Long weekend/Statutory Holidays)
• Deliver expert customer experiences…with a smile.
  

Your Qualifications

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Content Moderator role include:

• Excellent written and verbal communication skills in English and one of the following languages: Arabic
• Clear awareness of potential biases or conflicts of interest and ensure these do not affect professional application of responsibilities
• Deep familiarity with internet technology, streaming, internet slang/colloquialisms and internet culture
• Evaluate information and quickly/independently develop a sound conclusion based on an existing framework
• Mentally and emotionally able to handle offensive or disturbing behavior, language, and content
• Ability to monitor several information flows simultaneously