Support Center Agent

Job Description:

• Validate, editing, correcting and reformatting the auto translation
• Monitor English ads come to the site
• Help in communication with non-Arabic speaker (site visitor) online chat if needed
• Review and moderate all user-generated content and user profiles (either pre-, post- or reactive moderation) within forums, comments, images, videos, liaising with the Legal and Community team where required
• Manage the banned user process, and track and remove previously banned users
• Maintain the Moderation Guidelines and ensure they are up to date by sending feedback and notes
• Implement the customer care strategy, coordinating with stakeholders across the Company to ensure its effectiveness and encouraging adoption of online customer care techniques into the corporate culture and into all of the company’s products and services.
• Handle day to day duties of customer care work (handle users feedback and requests via email and chat system)
• Ensure customer care tools (for ex. emails, chat system) are kept up to date and working fines.
• Become an advocate of the Company in customer care tool. Handle users reviews in App stores.
• Monitor effective benchmarks for measuring the impact of customer care programs, and analyze, review, and report on effectiveness of them in an effort to maximize results
• Regularly feedback insights gained from users’ feedback and communicate them with other teams, to help them evolve their strategies