Customer Service Representative-Content Moderation

Transcom is looking for talented individuals like you to join our awesome team! Be aContent Moderation/ Back Office for our Transcom Bacolodsite. This role will focus on driving customer satisfaction by reviewing content and provide resolution based on prescribed guidelines, recognizing trends and patterns and raising issues timely, and maintaining extensive product knowledge.

What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 

• Day 1 HMO

• Meal & Transportation Allowance

• Rice Subsidy

• Clothing Allowance

• 24/7 Teleconsult

• Free Psychologist Consultation

• In-house & Online Pharmacy

• Scholarship Program

• Retirement Fund

• Free Meal & Medicine (through Transcom’s Tap Card Rewards)

• Loyalty Incentives

• Accidental & Life Insurance

• Free Shuttle Service

Join our Transcom Family as a Content Moderator

• Content Moderator will identify and address ambiguous situations for the client’s platform quality team to resolve and over communicate when issues or bugs arise, plus identify workflow improvements.

• Content Moderator will learn complex policies quickly with curiosity and openness,  and should be comfortable with viewing disturbing content and discussing difficult subjects clearly and calmly

• Content Moderator will update trends and outliers, report trends on individuals and teams, identify potential risks and opportunities of improvement.

• Content Moderator should be able to create, revise, augment, detailed process map, identify failure points and prepare risk mitigation plan.

• Content Moderator is expected to lead the processes of continuous improvement, proposing improvement and innovation methods across the program.

• Content Moderator should also participate in developing document publishing strategy, policy and guidelines, work with cross-functional business and technical teams, and remain detail-oriented during long periods of focus.

• Goal of the Content Moderator is to keep the platform safe for all users

• Additional responsibilities may be added as the needs of the business change and expand

People

• Be open and receptive to constructive feedback from Team Leaders, TQM, and other Content Moderators. Listen, ask questions, and enthusiastically implement the tools given to improve the quality of work.

• Help to keep motivation high by being supportive to colleagues

• Take full responsibility and the required action for assigned tasks.

Performance

• Understand, meet, and exceed targets set by your TL for different clients/projects.

• Propose motivational activities.

• Propose ideas for continuous improvement.

• Meet or exceed all attendance minimums.

• Adhere to all scheduled breaks and lunches (i.e. meet established schedule adherence/compliance minimums)

• Zero justified complaints

• To complete self-training through the use of the Intranet

Quality

• Have a clear understanding of quality expectations for the different clients and projects.

• Improve the quality of your work on a daily basis by learning and implementing new skills with help from Team Leaders, TQM and other Content Moderators

Process integrity

• Implement and respect TranscomWW standard practices.

What we are looking for:

To be successful in this role you must…

• Possess a positive attitude.

• Have very good interpersonal skills (both written and oral)

• Take ownership for quality, competence, and commitment.

• Enjoy/thrive on autonomy within the franchise framework and be results focused.

• Be highly motivated and prepared to work hard.

• Have high personal energy and enjoy a lively environment.

• Be highly flexible and welcome change/improvements.

What Life at Transcom is like

At Transcom, we’re relentlessly committed- to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.