#BeMore

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!

Top reasons to work with TDCX

• Competitive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

As a Social Media Moderator, you will provide quality customer service, including interacting with customers, answering and resolving product related issues via social media platforms. You will help us deliver excellent service to our partner brand by performing these tasks:

• Take ownership of customer’s inquiries and issues by following through effectively and efficiently to ensure timely resolution as per set KPIs and SLAs.
• Acquire multiple product knowledge to enhance the ability to understand customer needs across different products and regions and apply the correct and most effective response and solution to the case.
• The ability to speak calmly and clearly to talk customers through how you are going to help them resolve the issue in the knowledge that they are under time pressure to reach a resolution.
• The ability to clearly document issue details and actions taken to help us track and learn from our customer experience so that we can continuously improve our customer service and experience.
• A ‘can do’ positive attitude where you as a true team player will input into identifying team improvement initiatives and get involved by putting your hand up to work collaboratively with other team members to improve something for you, your team, or your customer.
• Input into weekly team meetings, supporting your team leader by inputting reports shared with the wider organization on the health of our customers,
• Proactively take responsibility for your part in climbing the learning curve required to solve more complex customer problems over time.
• You will be responsible in responding appropriately to good/bad reviews related to the product.

Who are we looking for?

• Completed at least 2 years in college.
• Minimum 2 years BPO experience at least 1 year customer service experience, a plus if you have social media moderation experience.
• Experience in handling escalation LOB (Phone, Email, Chat, Omnichannel, Backoffice) and anticipated ability to think outside defined processes or culture is preferred but not required.
• Experience in ticketing / workflow systems (JIRA, Zendesk, ServiceNow, etc.) is preferred but not required
• Excellent English fluency, both written and verbal (C1 level).
• Strong problem-solving and analytical abilities, with keen attention to detail.
• Amenable to work in rotating shifts (morning, mid, & night shifts).
• Can work in Ortigas Center, Pasig City.