The candidate will also be responsible for managing cases involving damages, monitoring and inappropriate content, and identify and report trends in online risk. He/she will work with Safety support teams to develop and enhance internal policies and tools. Amongst other responsibilities,
Responsibilities
- Focused on understanding and ramping up on core work, by establishing and maintaining rapport with community members, other team members and key stakeholders
- Recognize case type/severity while de-escalating crisis and managing other people's emotions
- Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied
- Working with Safety Lead to develop and enhance internal policies, processes and tools
- Ensure metrics driven performance
- Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices
- Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support
- Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed
- Maintaining high levels of confidentiality while performing investigations
- This role may require schedule flexibility to meet operational needs.
Qualifications
- University Degree in any field
- Relevant experience in customer experience, mediation, social work, psychology, emergency services or a similar role will be advantageous
- Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service. Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus
- Ability to plan, priorities and organize tasks and communications
- Ability to learn and adapt to new technologies
- Excellent interpersonal and communication skills, both written (email) and spoken (phone) to assist users in a tactful and diplomatic manner
- Excellent time management, negotiation and conflict resolution skills
- Passion for innovation with a 'work smarter', solution and action-oriented mindset
- Ability to collaborate with internal stakeholders and/or third-party providers to resolve conflicts in a detailed, effective and timely manner
- Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level-headed in tough situations
- Emotional Intelligence - ability to recognize personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care
- Ability to work under pressure and quick decision making when faced with conflicting demands
- Proficiency and Fluency in Mandarin and English (Spoken and Written) to support China market
Interested parties please click "Apply Now" or send your CV directly to Gina Ng (EA Reg no: R1110400) at gina.ng@peoplebank.asia.
Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.
