Content Moderator

Content Moderator (Non-Voice) | TaskUs Las Pinas

Minimum Qualifications:

● Fluent in the English language, as well as reading and writing in English

● Must be at least a high school graduate

● Must have at least 1 year of BPO experience

What does a Content Moderator 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

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

● Empathic 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

Join TaskUs and experience a workplace that truly commits to being #PeopleFirst These Ridiculously Good rewards, perks, and benefits* are available for you

Employee benefits:

• Scholarship program for your children
• Enhanced health benefits (HMO) extended to up to 2 dependents
• Free Wellness & Resiliency programs extended to household members
• Retirement savings program with company matching

On-site perks:

• World-class, Ridiculously Refreshing workspaces
• Gym and recreational areas
• Unlimited coffee
• Food Forward: Free food on-site
• Daycare for your kids while you're on shift
• Happy Hours, Time-Outs, and other on-site events to enjoy

*Terms & Conditions apply

At TaskUs, we believe our employees always come first. Leaders are expected to put their line of direct reports before themselves. Our #RidiculouslyGood culture is the reason why we have been recognized as one of the best places to work globally by Glassdoor, among others. We exist to make a positive impact on the best brands in the world, the people we connect with, and on our global communities.

About Us

It started with one ridiculously good idea, to create a different breed of Business Processing Outsourcing (BPO) We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world's most innovative companies, helping its clients represent, protect, and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ride-sharing, Technology, FinTech, and HealthTech. As of March 31, 2024, TaskUs had a worldwide headcount of approximately 49,600 people across 27 locations in 12 countries, including the United States, the Philippines, and India.

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