Skill required: User-Generated Content Moderation - Content Moderation
Designation: Trust & Safety Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Enables a superior brand experience,accelerates responsible growth and creates a secure environment. Job Summary:As a Chat Support Agent, you will be responsible for providing high-quality, real-time customer service via chat.You will address customer queries, resolve issues, and provide necessary information to ensure customer satisfaction.The ideal candidate will have excellent communication skills, a strong problem-solving ability,and the capability to handle multiple chat conversations efficiently.Key Responsibilities:Customer Interaction:Provide support to customers via live chat on various platforms.Respond to customer inquiries in a professional and timely manner.Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns.Identify the spam content to provide genuine search results. Help the victims to remove their explicit videos/Photographs from global sites.Remove the Personal Identifiable information reported by the user from various search results.Addressing ad blocking through improving ad experiences across the web.Review websites, product listings and merchant center accounts to ensure compliance with the Google Shopping policies and quality standards?.Review web pages and tag the Landing Page based on the content on the page for Google to display the right content to the relevant audience.Review YT videos and decide whether it can be monetized.Authorization specialist will work on Trademark related complaints based on the Trademark Policy, counterfeit goods & services either will process the Complainant/TM Authorization or will pushback & escalate the complaints in case we have any grey area cases/concerns. Once the complaint is processed the Trademark will be blocked from the Search Engine.The Content Moderation team focuses on reviewing photos, videos, and text-based content and make judgments as to whether reviewed content is in violation of our client’s terms of services. They review content that may be sensitive in nature.They ensure every piece of content in violation of the client’s terms of services is accurately identified and flagged for action in a timely manner.Issue Resolution:Identify and resolve customer issues and complaints effectively. o Escalate unresolved issues to higher-level support teams when necessary.Maintain a calm,positive and helpful attitude with all customer interactions.Product and Service Knowledge:Stay updated with the latest product/service features, company policies, and troubleshooting steps toprovide accurate information.
What are we looking for? Provide clear and concise explanations to customers regarding products, services, or policies. 4. Chat Handling: o Manage multiple customer chats simultaneously while maintaining a high level of customer service. o Ensure that chat responses are efficient, clear, and accurate. o Meet performance metrics for response time, resolution time, and customer satisfaction. 5. Documentation: o Document customer interactions accurately in the system. o Log all inquiries, complaints, and solutions provided for future reference. o Maintain detailed records of customer issues and feedback for quality and training purposes. 6. Collaboration: o Work closely with other team members and departments to ensure seamless service delivery. o Share feedback, best practices, and insights with the team leader to improve overall team performance. 7. Quality Assurance: o Maintain high levels of professionalism and ensure that all interactions align with company standards and policies. o Participate in regular training sessions to improve skills and knowledge. Skills and Qualifications: • Skills required Communication Skills Criteria: Written communication proficiency Filter Parameters: Grammar and clarity in writing: Candidates will undergo a written test to assess their ability to respond to mock customer queries. Tone and empathy: The ability to deliver customer-friendly, empathetic responses Technical Knowledge (Preferred- not mandatory) Criteria: Understanding of online payment systems and CRM tools Filter Parameters: Familiarity with payment systems: Basic knowledge of payment gateways, billing processes, and common financial queries. CRM and chat support software: Proficiency in customer management tools (e.g., Zendesk, Freshdesk). Strong Critical thinking and Problem-Solving Ability Criteria: Ability to handle complex customer queries Filter Parameters: Problem-solving test: Candidates will be given hypothetical chat scenarios involving complex payment inquiries. Handling escalations: Experience in resolving escalated or sensitive issues. Performance Under demanding situations Criteria: Ability to manage multiple chats/ difficult calls and meet KPIs Filter Parameters: Simultaneous chat handling: Experience managing multiple chats in a high-volume environment.
Roles and Responsibilities: •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines • Your expected interactions are within your own team and direct supervisor • You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments • The decisions that you make would impact your own work • You will be an individual contributor as a part of a team, with a predetermined, focused scope of work • Please note that this role may require you to work in rotational shifts KPI performance: Past performance metrics (response time, resolution rate, customer satisfaction scores). Customer-Centric Mindset Criteria: Empathy and focus on customer satisfaction Filter Parameters: Test scenario: How well the candidate prioritizes customer experience in their chat test responses 6 Adaptability and Learning Criteria: Willingness to learn and adapt