trust and Safety Associate

Skill required: User-Generated Content Moderation - Content Moderation

Designation: Trust & Safety Associate

Qualifications:Any Graduation

Years of Experience:1 to 3 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do? 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, any role supporting content moderation needs 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 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. Call Centre Experience: ? 2-3 years of customer support experience via phone, email, and chat ? Experience working with direct consumers, in B2C environment; B2B is a distinct advantage ? Strong communication skills with a proactive and positive approach to tasks ? High attention to details and follow through ? An effective team player who is able to also work independently ? Proven ability to deal with problems and solve them effectively ? Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience ? Robust multitasking skills (e.g. able to log calls and interact with the customer simultaneously) ? Online advertising experience is a huge plus and preferred Job Summary: As a Chat Support Agent, you will be responsible for providing high-quality, real-time customer service via chat. You will address customer queries, resolve issues, and provide necessary information to ensure customer satisfaction. The ideal candidate will have excellent communication skills, a strong problem-solving ability, and the capability to handle multiple chat conversations efficiently. ________________________________________ Key Responsibilities: 1. Customer Interaction: o Provide support to customers via live chat on various platforms. o Respond to customer inquiries in a professional and timely manner. o Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns. 2. Issue Resolution: o Identify and resolve customer issues and complaints effectively.

What are we looking for? o Escalate unresolved issues to higher-level support teams when necessary. o Maintain a calm, positive, and helpful attitude with all customer interactions. 3. Product and Service Knowledge: o Stay updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information. o Provide clear and concise explanations to customers regarding products, services, or policies. 4. Chat Handling: o Manage multiple customer chats simultaneously while maintaining a high level of customer service. o Ensure that chat responses are efficient, clear, and accurate. o Meet performance metrics for response time, resolution time, and customer satisfaction. 5. Documentation: o Document customer interactions accurately in the system. o Log all inquiries, complaints, and solutions provided for future reference. Maintain detailed records of customer issues and feedback for quality and training purposes. 6. Collaboration: o Work closely with other team members and departments to ensure seamless service delivery. o Share feedback, best practices, and insights with the team leader to improve overall team performance. 7. Quality Assurance: o Maintain high levels of professionalism and ensure that all interactions align with company standards and policies. o Participate in regular training sessions to improve skills and knowledge.

Roles and Responsibilities:

• In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
• Your expected interactions are within your own team and direct supervisor
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
• The decisions that you make would impact your own work
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work
• Please note that this role may require you to work in rotational shifts Skills and Qualifications:
• Skills required Communication Skills Criteria: Written communication proficiency Filter Parameters: Grammar and clarity in writing: Candidates will undergo a written test to assess their ability to respond to mock customer queries. Tone and empathy: The ability to deliver customer-friendly, empathetic responses Technical Knowledge (Preferred- not mandatory) Criteria: Understanding of online payment systems and CRM tools Filter Parameters: Familiarity with payment systems: Basic knowledge of payment gateways, billing processes, and common financial queries. CRM and chat support software: Proficiency in customer management tools (e.g., Zendesk, Freshdesk). Strong Critical thinking and Problem-Solving Ability Criteria: Ability to handle complex customer queries Filter Parameters: Problem-solving test: Candidates will be given hypothetical chat scenarios involving complex payment inquiries. Handling escalations: Experience in resolving escalated or sensitive issues. Performance Under demanding situations Criteria: Ability to manage multiple chats/ difficult calls and meet KPIs Filter Parameters: Simultaneous chat handling: Experience managing multiple chats in a high-volume environment. KPI performance: Past performance metrics (response time, resolution rate, customer satisfaction scores). Customer-Centric Mindset Criteria: Empathy and focus on customer satisfaction Filter Parameters: Test scenario: How well the candidate prioritizes customer experience in their chat test responses 6 Adaptability and Learning Criteria: Willingness to learn and adapt