Community Content Moderator

The Community Content Moderator performs a variety of tasks including, but not limited to

managing Tenerity’s Webloyalty online reputation, handling escalated complaints for various

clients and/or markets; identifying and proactively seek to resolve and support the needs of

every customer enquiry, utilizing problem solving skills to effectively resolve and/or reduce

complaints; and providing associated reporting and updates.

The Community Content Moderator’s primary function is to monitor postings on various

online forums and social media platforms and determine whether it requires a response. In

this role, you may rotate through each channel to check new posts, engage with the

community, investigate issues, provide customer support, or respond to enquiries with the

intention of minimising negative commentary for Webloyalty and its associated products.

Webloyalty takes a proactive approach to protecting its reputation by managing each channel

where customer services can be contactedeach channel playing an important role in

identifying, anticipating, and responding to member queries. Primary channels include:

 Social Media

 Online Forums

 Websites (Contact Form)

 Blogs (Contact form)

 Billings Descriptor (Contact Form)

 Customer Services Email

 Customer Services Telephone

 Trading Standards / Citizens Advice Bureau

Responsibilities

Online Reputational Management (Online monitoring and social media) (Training required)

 Actively monitor online posts about Webloyalty programs on websites, forums,

review sites and social media platforms. Monitor key words (Talkwalker, Google

Alerts) and subscribe to forums.

 Review content and ensure that community guidelines are met while upholding a

high standard of accuracy and quality.

 Respond to online conversations where appropriate by posting public message.

 Resolve customer complaints by identifying membership and contacting the

member directly (if we can locate them) and/or posting a public message to the

member.

 Request for abusive, inaccurate, or defamatory posts to be removed or moderated,

contacting the forum administrator to have negative comments edited or removed.

 Report sites containing defamatory information to search engines and domain

registrars

 Alert the Reputation Team of any online posts that may require escalation to the

Account Management team or that involve journalist/reporter.

 Participate in regular debriefings and meetings to discuss edge cases and updated

guidelines

 Submit senstivie cases and complex topics for discussion

Escalations

 Work with local Reputation Team (UK) to manage escalated complaints

 Identify and escalate sensitive regulatory, media, client (clients are very sensitive to

online noise), executive and sensitive online cases.

 Work closely with product and customer services teams

 Ensure all direct emails and blog contact forms are addressed in accordance with

Webloyalty customer service processes, except in circumstance where member

issue is escalated, and exception is required.

 Work with Customer Care Agents (CCAs) to develop any new messaging and

provide advice on escalations that may have a reputational impact.

 Communicate key Customer Services issues and make monthly suggestions for

improvements to the Customer Services processes.

 Provide recommendations for and remain up to date on workflow process changes,

updated guidelines, and any other changes

Reporting

 Login and maintain accurate and up-to-date record for the reputation team

 Direct emails

 Blog contact forms

 Online and social media posts

 Other channels

 Publish accurate monthly reports within 3 working days of the end of the previous

month.

 Provide and publish accurate reports on as needed basis to members of the

reputation team

Qualifications

 Demonstrated superior customer service skills that are logical and consistent

 Adept at social media language and slang

 Advance familiarity with current and developing social media trends and other

popular culture

 references

 High levels of social and cultural awareness

 Strong emotional intelligence

 Ability to make quick, educated decisions, yet provide calm and considered

customer responses.

 Experience and confidence in handling conflict

 Competence to deal with sensitive issues

 Ability to work under pressure and experience of working in a customer focused role

 Able to effectively communicate in both verbal and written form

 A great team player with the ability to build good relationships with key stakeholders

 Flexibility to meet changing deadlines and client requirements

 High attention to detail

 Use problem solving skills to effectively resolve complaints

 Excellent computer skills

 Previous experience working with social media accounts or monitoring an online

forum is preferred

 Other duties assigned as necessary