Description:
Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.
Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society. You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the user may be exposed to flashing lights or contrasting light and dark patterns.
Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their job role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.
- Provide quality customer service by achieving consistent customer satisfaction CSAT ratings while always focusing on resolving cases efficiently and utilizing time productively
- Assisting users with payment, billing system and other queries Identify, recommend and implement process improvements
- Proactively ask question and maintain an awareness of the client s business, operational activities, and processes within their team area
- Communicate relevant information on a timely basis to Senior Agents Team Leads and escalate issues or complex delivery items when required
- Requires professional interaction and communication, both within the Accenture organization and with client contacts.
- Review, classify and/or remove content according to client guidelines, using specific tools and channels
- Understand and remain updated on changing client policies and guidelines
- Investigate, resolve, and relay complex content issues to the broader Trust and Safety team
- If you are required to work a night shift as part of this role, you are obliged to complete a night worker health assessment. Please note that it is a requirement of your continued employment, that you are fit to work night shifts.
- Minimum of 1 year Customer Service Experience in an office tech industry environment
- Strong work ethic, taking personal accountability for accuracy and high quality outputs and demonstrating integrity to core team values
- Strong attention to details Excellent Problem Solving and Organisation Skills
- Self motivated to work independently, with minimal supervision
- Excellent time management skills and able to proactively and independently manage workload and targets
- Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately
- Familiar with MS Office or similar Office applications, Slack, Trello etc and able to manage multiple tools web browsers at one time Team player capable of proactively learning on the job If you are a recent Graduate with some experience in Customer Service or Delivery environment we also want to hear from you
- Strong coping, emotional resilience, and stress-management skills
- Excellent comprehension, communication, and Portuguese skills
- Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
- Strong attention to detail
- Comfort synthesizing and analyzing information from multiple streams
- Strong critical thinking and decision-making skills
- FTC (12 Month)
- Remote
- Must be available to work weekends.
- Must be available to cover 8am-5pm OR 12pm-9pm