Call center agent/Universal agent - REMOTE

SUMMARY:
The Contact Center Universal Agent is a pivotal member of our customer service team, responsible for delivering exceptional customer support and moderating content across our site. This role requires excellent written communication skills, technical aptitude and top tier empathy towards our customers. Agents will uphold our company policies, ensuring every interaction reflects our commitment to safe, reliable, and supportive customer experiences.

REMOTE WORK

POSITION INFO:
Customer Support:
-Respond to customer queries across voice/email/chat efficiently and professionally, adhering to response time standards.
-Utilize templated email, chat and voice responses for specific inquiries and draft tailored responses when required.
-Retrieve necessary information from knowledge bases to address customer questions accurately.
-Process all incoming communications and log key information into the company's CRM system daily.

Content Moderation:
-Review user-generated content (e.g., ad text, images, messages) for compliance with company guidelines and country-specific laws.
-Ensure users adhere to Client's policies regarding account creation and usage, sending messages, and posting personal ads, using good judgment for borderline cases.
-Process and respond to user complaints and appeals related to content removal or account limitations.
-Take appropriate action on flagged content (approve/reject) and identify patterns in potentially harmful content, reporting trends to your manager.
-Evaluate content patterns to propose updates to keyword filters and flag filters causing high false positive rates.

Quality Assurance:
-Audit contact management tickets and moderation actions for quality, accuracy, and adherence to policy.
-Identify and report patterns in user pain-points, moderation misses, agent errors, possible filter creation or adjustment.
-Continuously improve QA scorecards and feedback loops in collaboration with supervisors to optimize level of agent output.
-Lead calibration sessions across departments to ensure consistency in decision-making.
-Report on quality trends and suggest princess of policy changes based on insights

SKILLS & QUALIFICATIONS
About you:
-Empathy and professional understanding of customer frustrations and concerns.
-High attention to detail and the ability to follow processes precisely.
-Constructive communicator and excellent stress management to maintain composure during high-volume periods or challenging interactions.
-Adaptability to unique situations and efficient task handling, adjusts criteria or focus areas as workflows evolve.
-Exposure to KPI-driven environments and SLA targets.
-Problem-solving skills to identify core issues and determine appropriate solutions.
-Analytical and objective mindset - maintains neutrality while reviewing others’ work.

Technical Skills:
-Experience with social media or content moderation platforms is preferred.
-Proficiency with CRM systems for tracking and logging communications.
-Competency with contact management platforms and content moderation tools.
-Experience utilizing multiple tools to solve tasks.
-Familiarity with knowledge base systems for resolving customer issues.
-Basic understanding of data security protocols related to sensitive customer information.
-Ability to quickly learn and navigate company-specific applications and systems.
-Typing speed and accuracy sufficient for real-time customer communication.

Educational and Experience Requirements:
-Completion of secondary education preferred (e.g., high school diploma or equivalent). Additional college coursework or relevant certifications in customer service or communication are a plus but not required.
-1-2 years of experience in customer service, call center, or a related field preferred.
-German Language proficiency: C1-C2 level required.