Job Description
The Community Content Moderator performs a variety of tasks including, but not limited to
managing Tenerity's Webloyalty online reputation, handling escalated complaints for various
clients and/or markets; identifying and proactively seek to resolve and support the needs of
every customer enquiry, utilizing problem solving skills to effectively resolve and/or reduce
complaints; and providing associated reporting and updates.
The Community Content Moderator's primary function is to monitor postings on various
online forums and social media platforms and determine whether it requires a response. In
this role, you may rotate through each channel to check new posts, engage with the
community, investigate issues, provide customer support, or respond to enquiries with the
intention of minimising negative commentary for Webloyalty and its associated products.
Webloyalty takes a proactive approach to protecting its reputation by managing each channel
where customer services can be contactedeach channel playing an important role in
identifying, anticipating, and responding to member queries. Primary channels include:
Social Media
Online Forums
Websites (Contact Form)
Blogs (Contact form)
Billings Descriptor (Contact Form)
Customer Services Email
Customer Services Telephone
Trading Standards / Citizens Advice Bureau
Responsibilities
Online Reputational Management (Online monitoring and social media) (Training required)
Actively monitor online posts about Webloyalty programs on websites, forums,
review sites and social media platforms. Monitor key words (Talkwalker, Google
Alerts) and subscribe to forums.
Review content and ensure that community guidelines are met while upholding a
high standard of accuracy and quality.
Respond to online conversations where appropriate by posting public message.
Resolve customer complaints by identifying membership and contacting the
member directly (if we can locate them) and/or posting a public message to the
member.
Request for abusive, inaccurate, or defamatory posts to be removed or moderated,
contacting the forum administrator to have negative comments edited or removed.
Report sites containing defamatory information to search engines and domain
registrars
Alert the Reputation Team of any online posts that may require escalation to the
Account Management team or that involve journalist/reporter.
Participate in regular debriefings and meetings to discuss edge cases and updated
guidelines
Submit senstivie cases and complex topics for discussion
Escalations
Work with local Reputation Team (UK) to manage escalated complaints
Identify and escalate sensitive regulatory, media, client (clients are very sensitive to
online noise), executive and sensitive online cases.
Work closely with product and customer services teams
Ensure all direct emails and blog contact forms are addressed in accordance with
Webloyalty customer service processes, except in circumstance where member
issue is escalated, and exception is required.
Work with Customer Care Agents (CCAs) to develop any new messaging and
provide advice on escalations that may have a reputational impact.
Communicate key Customer Services issues and make monthly suggestions for
improvements to the Customer Services processes.
Provide recommendations for and remain up to date on workflow process changes,
updated guidelines, and any other changes
Reporting
Login and maintain accurate and up-to-date record for the reputation team
Direct emails
Blog contact forms
Online and social media posts
Other channels
Publish accurate monthly reports within 3 working days of the end of the previous
month.
Provide and publish accurate reports on as needed basis to members of the
reputation team
Qualifications
Demonstrated superior customer service skills that are logical and consistent
Adept at social media language and slang
Advance familiarity with current and developing social media trends and other
popular culture
references
High levels of social and cultural awareness
Strong emotional intelligence
Ability to make quick, educated decisions, yet provide calm and considered
customer responses.
Experience and confidence in handling conflict
Competence to deal with sensitive issues
Ability to work under pressure and experience of working in a customer focused role
Able to effectively communicate in both verbal and written form
A great team player with the ability to build good relationships with key stakeholders
Flexibility to meet changing deadlines and client requirements
High attention to detail
Use problem solving skills to effectively resolve complaints
Excellent computer skills
Previous experience working with social media accounts or monitoring an online
forum is preferred
Other duties assigned as necessary
