Customer Service Representative- Content Moderation (CSR- Onsite)

About the Position

Customer Service Representative - Content Moderation (CSR - Onsite)

Transcom is looking for talented individuals to join our team in Pasig, Philippines! As a Content Moderator, you will focus on driving customer satisfaction by reviewing content, providing resolutions based on prescribed guidelines, recognizing trends and patterns, and raising issues timely. Your role will also involve maintaining extensive product knowledge and ensuring the platform's safety for all users.

Responsibilities

• Identify and address ambiguous situations for the client’s platform quality team to resolve and over communicate when issues or bugs arise.
• Learn complex policies quickly with curiosity and openness, and be comfortable with viewing disturbing content and discussing difficult subjects clearly and calmly.
• Update trends and outliers, report trends on individuals and teams, identify potential risks and opportunities of improvement.
• Create, revise, augment, detailed process map, identify failure points, and prepare risk mitigation plans.
• Lead the processes of continuous improvement, proposing improvement and innovation methods across the program.
• Participate in developing document publishing strategy, policy, and guidelines, and work with cross-functional business and technical teams.
• Keep the platform safe for all users.

Requirements

• Possess a positive attitude.
• Have very good interpersonal skills (both written and oral).
• Take ownership for quality, competence, and commitment.
• Enjoy/thrive on autonomy within the franchise framework and be results-focused.
• Be highly motivated and prepared to work hard.
• Have high personal energy and enjoy a lively environment.
• Be highly flexible and welcome change/improvements.

Nice to Have

• Trend Analysis
• Policy Understanding
• Communication
• Team Collaboration
• Continuous Improvement

We Offer

• Day 1 HMO
• Meal & Transportation Allowance
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Scholarship Program
• Retirement Fund
• Free Meal & Medicine (through Transcom’s Tap Card Rewards)
• Loyalty Incentives
• Accidental & Life Insurance
• Free Shuttle Service

About the Company

At Transcom, we’re relentlessly committed to our clients and each other. Every day, we help someone start their journey with Transcom, turning their potential into skills for the future. We get recognized for working hard, being a team player, and supporting others. We champion positive, lasting change in our teams and communities. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.

Visit us at Ground Floor, Transcom Bldg, Frontera Verde Compound, Las Fiestas, Pasig City from 10:00 AM-5:00 PM every Monday-Friday.

Note: We'd like to remind everyone to have their pre-employment documents ready (such as SSS, Pag-ibig, TIN, etc.) prior to your start date with Transcom.