Operation Customer Expert (Local/Expat) - Mombasa
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Job summary
As Operation Customer Expert (Local/Expat) you will be responsible for monitoring and applying a predetermined set of rules and guidelines to user-generated posts in order to best determine whether the communication is acceptable.
Min Qualification:
Diploma
Experience Level:
Entry level
Experience Length:
1 year
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant Location:
Kenya
Job descriptions & requirements
Job Description
Job Summary / Overview
As Operation Customer Expert (Local/Expat) you will be responsible for monitoring and applying a predetermined set of rules and guidelines to user-generated posts in order to best determine whether the communication is acceptable.
Functional Responsibilities
- Gaining full understanding and in-depth knowledge of client policies and guidelines
- Review and moderate content from the Sub-Saharan African region
- Application of these guidelines against ‘flagged' or ‘reported' pieces of content to make judgment as to whether content in question is indeed inappropriate and in need of removal from the platform supported.
- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users.
- Ensure that information security practices and standards are observed.
- Identification of potential process improvements and solutions to problems.
- Ensure every piece of content found to be in violation of the client's terms of services is accurately identified and flagged for action promptly, with a consistency score, meeting client expectations.
- Achieve target efficiency, productivity and quality targets.
- Communicate in a dynamic environment throughout all management levels.
- Maintain a high level of quality in each case that you review.
- Ensure high awareness of the cultural and political situation, noteworthy social issues, and popular trends in the market/region you will be supporting.
Standard General Security Roles and Responsibilities.
- Understand and adhere to policies, guidelines and procedures on ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
- Protect company assets, systems, proprietary and confidential information in accordance with Teleperformance Confidentiality policy and Corporate Information Security Policies and Procedure
- Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
- Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and state/national requirements.
Requirements
Job Requirements Educational Qualifications and Professional Qualifications
- Minimum of a Diploma in relevant field Total Experience & Relevant Experience
- At least 1 year working experience in a content moderation role Minimum Functional Skills / Competencies Required
- Strong organizational skills and attention to detail.
- Strong verbal and written communication skills in English (business fluent)
- Organization sensitive and able to maneuver between various / conflicting interests.
- Having the drive to realize objectives and combine various goals as a personal ambition.
- Great ability to think outside set paths and able to produce several solutions to different situations
- Knowledge and experience in reading, analyzing, and interpreting reports and support procedures.
- Highly skilled in presenting data, creating, and presenting PowerPoint presentations to global audience and industry leaders
- Being able to build strong and positive relationships in a complex international environment
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