Trust & Safety Associate

Skill required: User-Generated Content Moderation - Content Moderation



Designation: Trust & Safety Associate



Qualifications:Any Graduation



Years of Experience:1 to 3 years



What would you do?
Enables a superior brand experience,accelerates responsible growth and creates a secure environment. Job


Summary:As a Chat Support Agent, you will be responsible for providing high-quality, real-time customer service via chat.You will address customer queries, resolve issues, and provide necessary information to ensure customer satisfaction.The ideal candidate will have excellent communication skills, a strong problem-solving ability,and the capability to handle multiple chat conversations efficiently.Key Responsibilities:Customer Interaction:Provide support to customers via live chat on various platforms.Respond to customer inquiries in a professional and timely manner.Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns.Identify the spam content to provide genuine search results. Help the victims to remove their explicit videos/Photographs from global sites.Remove the Personal Identifiable information reported by the user from various search results.Addressing ad blocking through improving ad experiences across the web.Review websites, product listings and merchant center accounts to ensure compliance with the Google Shopping policies and quality standards?.Review web pages and tag the Landing Page based on the content on the page for Google to display the right content to the relevant audience.Review YT videos and decide whether it can be monetized.Authorization specialist will work on Trademark related complaints based on the Trademark Policy, counterfeit goods & services either will process the Complainant/TM Authorization or will pushback & escalate the complaints in case we have any grey area cases/concerns. Once the complaint is processed the Trademark will be blocked from the Search Engine.The Content Moderation team focuses on reviewing photos, videos, and text-based content and make judgments as to whether reviewed content is in violation of our client's terms of services. They review content that may be sensitive in nature.They ensure every piece of content in violation of the client's terms of services is accurately identified and flagged for action in a timely manner.Issue Resolution:Identify and resolve customer issues and complaints effectively. o Escalate unresolved issues to higher-level support teams when necessary.Maintain a calm,positive and helpful attitude with all customer interactions.Product and Service Knowledge:Stay updated with the latest product/service features, company policies, and troubleshooting steps toprovide accurate information.



What are we looking for?
Provide clear and concise explanations to customers regarding products, services, or policies.4.Chat Handling:oManage multiple customer chats simultaneously while maintaining a high level of customer service.oEnsure that chat responses are efficient, clear, and accurate.oMeet performance metrics for response time, resolution time, and customer satisfaction.5.Documentation:oDocument customer interactions accurately in the system.oLog all inquiries, complaints, and solutions provided for future reference.oMaintain detailed records of customer issues and feedback for quality and training purposes.6.Collaboration:oWork closely with other team members and departments to ensure seamless service delivery.oShare feedback, best practices, and insights with the team leader to improve overall team performance.7.Quality Assurance:oMaintain high levels of professionalism and ensure that all interactions align with company standards and policies.oParticipate in regular training sessions to improve skills and knowledge.Skills and
Qualifications:

Skills requiredCommunication SkillsCriteria:Written communication proficiency Filter Parameters:Grammar and clarity in writing:Candidates will undergo a written test to assess their ability to respond to mock customer queries. Tone and empathy:The ability to deliver customer-friendly, empathetic responsesTechnical Knowledge (Preferred- not mandatory)Criteria:Understanding of online payment systems and CRM tools Filter Parameters:Familiarity with payment systems:Basic knowledge of payment gateways, billing processes, and common financial queries.CRM and chat support software:Proficiency in customer management tools (e.g., Zendesk, Freshdesk).Strong Critical thinking and Problem-Solving AbilityCriteria:Ability to handle complex customer queries Filter Parameters:Problem-solving test:Candidates will be given hypothetical chat scenarios involving complex payment inquiries.Handling escalations:Experience in resolving escalated or sensitive issues.Performance Under demanding situationsCriteria:Ability to manage multiple chats/ difficult calls and meet KPIs Filter Parameters:Simultaneous chat handling:Experience managing multiple chats in a high-volume environment.


Roles and Responsibilities:

In this role you are required to solve routine problems, largely through precedent and referral to general guidelines

Your expected interactions are within your own team and direct supervisor

You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments

The decisions that you make would impact your own work

You will be an individual contributor as a part of a team, with a predetermined, focused scope of work

Please note that this role may require you to work in rotational shiftsKPI performance:Past performance metrics (response time, resolution rate, customer satisfaction scores).Customer-Centric MindsetCriteria:Empathy and focus on customer satisfaction Filter Parameters:Test scenario:How well the candidate prioritizes customer experience in their chat test responses6 Adaptability and LearningCriteria:Willingness to learn and adapt


Qualifications

Any Graduation