Social Media Moderator Cum Customer Service

- To handle customers enquiries email, live chat and WeChat.
- Review and moderate all user-generated content and user profiles (either pre-, post- orreactive moderation) within forums, comments, images, videos and audio, liaising with the Legal and Community team where required.
- Manage the banned user process, and track and remove previously banned users
- Maintain the Moderation Guidelines and ensure they are up to date
- Service Community Admin accounts, processing emails and complaints, escalating when necessary
- Moderate communities located in social networking sites including Facebook, Twitter, and other similar social media platforms, adapting methodology where appropriate
- Produce reports on relevant moderation statistics, issues and outcomes
- Regularly feedback insights gained from community moderation into the Social Media team
- Monitor all industry and company information and news to anticipate potential issues
- To maintain a positive, empathetic and professional attitude towards customers always.
- To educate and disseminate product and services information to customers.
- To gather customers’ feedback for product and services enhancement.
- To compile data for reporting purpose on matters related to customer satisfaction, complaints, enquiries etc.
- To perform User Acceptance Testing (UAT) on in house product when required.
- To prepare user tutorial and frequently asked question when required.

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