Job Description

• Understand customer’s enquiry and respond via applicable channels: email, chat, and call backs.
• Understand customer enquiries and ensure they are answered or routed through the appropriate support channel
• Manage customer escalations and ensure that these are answered, tracked, and escalated as required
• Perform all procedures accurately, including following Facebook documented call flows, work processes, data entry requirements, and complaint management processes
• Ensure all SLAs are met accordingly
• Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
• Provide a high level of professionalism and competent customer service
• Able to communicate effectively with customers in a friendly and polite manner following the Facebook processes
• Able to read, write, and speak fluently and spontaneously in both English and, for native speakers, in their native language

• Reviewing Online Videos/Content/Complaints/Legal Notices received from the end customer on any incorrect decisions taken related to their copyright work/material 
• Reviewing/updating contents on a popular social media platform 
• Audit of content received and sharing for Social Media Upload

Job Requirements

• Able to work in KL Sentral
• Rotational shift
• Bachelor's degree
• Spouse visa/Permanent residence only

• WFH eligible
• Rotational shift
• Bachelor's degree
• With Content Moderation experience
• Spouse visa/Permanent residence/Student visa only

Company Benefits

Additional Info