Moderator

Overview

As a Moderation Specialist at Azad, you will play a critical role in maintaining a positive and engaging online community environment across various social media platforms. Your primary responsibility will be to ensure that user-generated content adheres to brand guidelines, community standards, and legal requirements, while also addressing user inquiries, comments, and concerns in a timely and professional manner.

Key Responsibilities

1. Pre-Shift Preparation:

• Log in to moderation accounts and review FAQs, saved replies, and account WhatsApp groups for updates.
• Familiarize yourself with recent changes or updates to prepare for effective handling of inquiries and messages during the shift.

2. Content Review and Approval:

• Review all social media content submissions for compliance with brand guidelines, community standards, and legal requirements.
• Approve compliant content or request revisions as necessary to maintain brand integrity.

3. Engagement Monitoring:

• Monitor comments, messages, and mentions across social media platforms regularly throughout the shift.
• Respond promptly and courteously to inquiries, comments, and messages from users.
• Address customer concerns and feedback professionally and empathetically to maintain positive brand perception.

4. Issue Resolution:

• Identify and address any issues or disputes raised by users on social media platforms.
• Escalate unresolved issues or complaints to the appropriate department or supervisor for further assistance.

5. During the Shift:

• Follow account guidelines meticulously to provide accurate responses to user queries and comments.
• Prioritize addressing unanswered messages or comments on each platform.
• Rotate through assigned accounts methodically, addressing messages, comments, and inquiries in a timely manner.
• Pin unanswered questions for follow-up and reference; consult FAQs, saved replies, and WhatsApp group for similar inquiries.
• Escalate unresolved questions to the company’s moderation group for confirmation and update FAQs and saved replies
  accordingly.

6. Content Removal:

• Remove inappropriate, offensive, or spam content in accordance with platform policies and company guidelines.
• Document reasons for content removal for future reference and transparency.

7. Community Engagement:

• Foster a positive and engaging community environment by actively participating in conversations, sharing relevant content, and
  encouraging user interaction.
• Monitor community sentiment and adjust moderation strategies as needed to maintain a positive brand image.

8. End-of-Shift Procedures:

• Conduct a thorough check of all accounts to ensure no messages, comments, or stories are left unanswered at the end of the
  shift.
• Wrap up any pending tasks and ensure all inquiries and comments have been appropriately addressed before logging out.

Key Requirements

• Previous experience in social media management, community moderation, or customer support preferred.
• Excellent written communication skills and attention to detail.
• Ability to remain calm and professional when handling challenging situations or customer complaints.
• Familiarity with social media platforms and their moderation tools and policies.
• Strong organizational skills and the ability to prioritize tasks effectively in a fast-paced environment

Performance Metrics

• Timeliness and accuracy of response to user inquiries and comments.
• Compliance with brand guidelines and community standards.
• Error Rate
• Customer satisfaction ratings and feedback.
• Efficiency in content review and moderation processes.

Reporting Structure

• Reports to: Social Media Manager or Community Manager
• Collaborates with Marketing Team, Customer Support Team, and other Moderation Specialists.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunities for career growth and advancement within the social media or customer support team.
• Collaborative and supportive work environment.
• Company-sponsored training and development programs.

Career Advancement Opportunities

• Moderators can advance to senior roles like Senior Moderator or Team Lead, then progress to managerial positions as Moderation Manager.
• They can also transition to broader roles in social media, customer support, or digital marketing. Cross-functional opportunities exist in project
• management, product development, or business development.