Customer Service / Content Moderator

at  Webhelp

LOCATION

Mississauga, Canada
Job Title:
Customer Service / Content Moderator (Bilingual: Japanese/English)
Job Description

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.

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: Japanese
• 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

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 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: Japanese
• 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 simultaneousl

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our people, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:

• Paid training and performance-based incentives
• Lucrative employee referral bonus opportunities
• Company networking and leadership opportunities with organized groups in the following topics: Professional Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), and Health and Wellness
• Registered Retirement Savings Plan; paid PTO and holidays; medical, dental, and vision insurance; and a comprehensive Employee Assistance Program (EAP