TaskUs Antipolo - Back Office Non-Voice Content Moderation
What does a Non-Voice Content Moderation Specialist really do
Imagine yourself going to work with one thing in your mind: to provide the best customer experience to your clients.
Think of yourself as someone who will provide world-class service to our customers in an accurate, efficient, and respectful manner on every call, as measured by different performance metrics.
Roles and responsibilities:
- Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction;
- Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels;
- Navigate internal and external documentation and resources to provide world-class service;
- Identify and escalate priority or unresolved issues to appropriate internal teams;
- Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures;
- Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues;
- Strive for high-standard customer satisfaction and experience, and ensure that all calls are handled professionally based on the quality guidelines set by the client;
- Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service;
- Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere;
- Participate in all mandated internal and external training and/or seminars; and
- Get to know, understand, and comply with TaskUs policies and procedures.
Technical skills and qualifications:
- Computer-literate and proficient in the use of Windows OS, Apple OS, Microsoft Office, and Google applications
- Familiar with customer support software, including Zendesk, Slack, and internal troubleshooting tools to resolve issues
- Fluent in the English language, as well as reading and writing in English
- Must be at least a high school graduate
Soft skills:
- Problem-solving and critical-thinking skills
- Great communication skills, written and oral
- Must be adaptable and flexible, demonstrating the ability to work with process and information changes
- Empathetic toward customers and can maintain a customer-centric approach
- Team player: acts as a key participant within the internal team and broader company by taking part in department initiatives, providing feedback/updates, promoting collaborative solutions, and supporting colleagues/departments
- Open to feedback, eager to learn, and can show improvement
Personality traits required:
- Resilient, calm, and professional when dealing with challenging situations
- Adaptable to a dynamically changing business
- Trustworthy and reliable with a high level of integrity
- Resourceful, high attention to detail, and the ability to multitask
What's in it for you
- Competitive salary
- Great benefits package
- Professional growth opportunities with the chance to learn from many different functions
- A fun and inclusive workplace
