Customer Service Representative

1 week ago

Gurugram, India IGT Solutions Full time

Job Description:


We are seeking a Customer Care Executive to join our Content Moderation team. The ideal candidate will be responsible for reviewing and moderating user-generated content to ensure compliance with company policies and community guidelines. The role requires attention to detail, a strong understanding of content moderation practices, and the ability to handle sensitive information with professionalism. The Customer Care Executive will play a crucial role in maintaining the integrity of our platform by ensuring that all content is safe, appropriate, and in line with both legal and ethical standards.


Key Responsibilities:

Content Review & Moderation:

  • Monitor and review user-generated content (such as posts, images, videos, comments, and other media) for compliance with company guidelines and policies.
  • Ensure that content is appropriate and adheres to community standards by identifying, escalating, and removing inappropriate, harmful, or offensive content.
  • Assess content for various categories, including but not limited to harassment, hate speech, explicit material, and spam.
  • Apply moderation tools and techniques to enforce content guidelines effectively.


Escalation Handling:

  • Identify high-risk or complex cases and escalate them to the appropriate teams or senior moderators for further review.
  • Collaborate with other departments such as legal, compliance, and policy teams to ensure consistency in content moderation practices.
  • Follow established escalation protocols and communicate effectively with stakeholders involved in the process.


Reporting & Documentation:

  • Maintain detailed records of moderated content, actions taken, and user interactions to ensure compliance with internal policies and regulatory requirements.
  • Generate and review reports on content trends, issues, and performance metrics to help improve moderation processes.
  • Document and report any systemic issues, abuse patterns, or potential policy gaps.


Qualifications:

Education: A bachelor’s degree in any field.Experience: Fresher/1-2 years of experience in customer care, content moderation, or a similar role is preferred. Experience with online platforms or social media is a plus.


Skills:

  • Strong understanding of community guidelines and content moderation principles.
  • Excellent written and verbal communication skills.
  • Ability to maintain a neutral and professional tone when addressing users, especially in sensitive situations.
  • Attention to detail with a strong ability to analyze and assess content effectively.
  • Familiarity with content moderation tools, ticketing systems, and CRM platforms.
  • Ability to work independently and handle challenging situations with minimal supervision.


Key Attributes for Success:

  • Empathy & Sensitivity: Ability to handle sensitive content in a professional and empathetic manner, especially when dealing with user complaints or concerns.
  • Problem-Solving: Strong analytical skills to resolve content-related issues and escalate where necessary.
  • Adaptability: Ability to adapt to changing guidelines, processes, and content-related trends.
  • Resilience: Ability to maintain focus and professionalism when dealing with potentially distressing or sensitive content.
  • Team-Oriented: Collaborative mindset with a focus on achieving team goals and sharing knowledge.


This is an excellent opportunity for a Customer Care Executive with a passion for content moderation and ensuring safe, ethical online environments. If you are detail-oriented, empathetic, and have experience in customer care or content moderation, we encourage you to apply and be part of our mission to create a positive online community.


IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds

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