TDCX - Social Media Moderator | e-Commerce Wellness Account

Location 21F Robinsons Cyberscape Gamma, Ruby Road, Ortigas Center, Pasig City

Job Description

Top reasons to work with TDCX

Competitive remuneration, great perks, and performance incentives
Comprehensive medical, insurance, or social security coverage
World-class workspaces
Engaging activities and recognition programs
Strong learning and development plans for your career growth
Positive culture for you to #BeMore at work
Easy to locate area with direct access to public transport
Flexible working arrangements
Be coached and mentored by experts in your field
Join a global company, winner of hundreds of industry awards

What is your mission?

As a Social Media Moderator, you will provide quality customer service, including interacting with customers, answering and resolving product related issues via social media platforms. You will help us deliver excellent service to our partner brand by performing these tasks:

Take ownership of customer’s inquiries and issues by following through effectively and efficiently to ensure timely resolution as per set KPIs and SLAs.
Acquire multiple product knowledge to enhance the ability to understand customer needs across different products and regions and apply the correct and most effective response and solution to the case.
The ability to speak calmly and clearly to talk customers through how you are going to help them resolve the issue in the knowledge that they are under time pressure to reach a resolution.
The ability to clearly document issue details and actions taken to help us track and learn from our customer experience so that we can continuously improve our customer service and experience.
A ‘can do’ positive attitude where you as a true team player will input into identifying team improvement initiatives and get involved by putting your hand up to work collaboratively with other team members to improve something for you, your team, or your customer.
Input into weekly team meetings, supporting your team leader by inputting reports shared with the wider organization on the health of our customers,
Proactively take responsibility for your part in climbing the learning curve required to solve more complex customer problems over time.
You will be responsible in responding appropriately to good/bad reviews related to the product.

Who are we looking for?

Completed at least 2 years in college.
Minimum 2 years BPO experience at least 1 year customer service experience, a plus if you have social media moderation experience.
Experience in handling escalation LOB (Phone, Email, Chat, Omnichannel, Backoffice) and anticipated ability to think outside defined processes or culture is preferred but not required.
Experience in ticketing / workflow systems (JIRA, Zendesk, ServiceNow, etc.) is preferred but not required
Excellent English fluency, both written and verbal (C1 level).
Strong problem-solving and analytical abilities, with keen attention to detail.
Amenable to work in rotating shifts (morning, mid, & night shifts).
Can work in Ortigas Center, Pasig City.

Skills Required

Strong Communication Skills
Positive Attitude
Empathetic to Customers
Attention to Detail
Open to Flexible Schedules
Calm Under Pressure
Analytical Skills
Problem Solving Skills
Creative Thinker

Qualification Required

Undergraduate

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About TDCX Read more about Us

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.