Job Description

• Handling customer inquiries via email, live chat, WeChat, and educating them about products and services.
• Reviewing, moderating, and managing user-generated content, profiles, and banned users across various platforms and social networking sites.
• Producing reports on moderation statistics and insights for the Social Media team, as well as gathering customer feedback for product and service enhancement.
• Monitoring industry and company information to anticipate potential issues, as well as compiling data for reporting purposes related to customer satisfaction, complaints, and inquiries.
• Performing User Acceptance Testing (UAT) on in-house products and maintaining quality control during UAT.
• Preparing user tutorials, FAQs, and comprehensive Product Requirement Documents (PRDs) based on technical specifications and business requirements.
• Collaborating with product teams to provide input into product changes and manage external expectations, collaborating closely with project managers.
• Coordinating project plans, resources, and timelines for on-time delivery, as well as developing and maintaining standard operating procedures.
• Forecasting and budgeting for customer service and tracking actual performance against the budget.
• Managing schedules of team members according to customer demand and identifying and removing obstacles to delivering consistent high levels of service.
• Displaying particular qualities: Being a team player, task-oriented, possessing good communication and customer service skills, being independent, adaptable, maintaining a positive "Can Do" attitude, and a cheerful personality.

[Apply now at https://my.hiredly.com/jobs/jobs-malaysia-eve-m-solution-job-social-media-moderator]
; Requirements: -

• Bachelor\'s degree in an IT-related field is recommended.
• 3-4 years of experience in operations, project management or coordination is preferred.
• Strong communication skills (both written and verbal in Mandarin).
• Optimistic, patient, attentive and responsible nature.
• Good communication and interpersonal skills.
• Proactive problem-solving and decision-making abilities.
• Ability to work well within a team environment.
• Multitasking capabilities with flexibility for tight deadlines and extended hours.
• Independence with a proactive approach to handling diverse responsibilities.