IGT Solutions | Customer Service Representative (Content Moderation Process)

Job Description:We are seeking a Customer Care Executive to join our Content Moderation team. The ideal candidate will be responsible for reviewing and moderating user-generated content to ensure compliance with company policies and community guidelines. The role requires attention to detail, a strong understanding of content moderation practices, and the ability to handle sensitive information with professionalism. The Customer Care Executive will play a crucial role in maintaining the integrity of our platform by ensuring that all content is safe, appropriate, and in line with both legal and ethical standards.Key Responsibilities:Content Review & Moderation:Monitor and review user-generated content (such as posts, images, videos, comments, and other media) for compliance with company guidelines and policies.Ensure that content is appropriate and adheres to community standards by identifying, escalating, and removing inappropriate, harmful, or offensive content.Assess content for various categories, including but not limited to harassment, hate speech, explicit material, and spam.Apply moderation tools and techniques to enforce content guidelines effectively.Escalation Handling:Identify high-risk or complex cases and escalate them to the appropriate teams or senior moderators for further review.Collaborate with other departments such as legal, compliance, and policy teams to ensure consistency in content moderation practices.Follow established escalation protocols and communicate effectively with stakeholders involved in the process.Reporting & Documentation:Maintain detailed records of moderated content, actions taken, and user interactions to ensure compliance with internal policies and regulatory requirements.Generate and review reports on content trends, issues, and performance metrics to help improve moderation processes.Document and report any systemic issues, abuse patterns, or potential policy gaps.Qualifications:Education: A bachelor's degree in any field.Experience: Fresher/1-2 years of experience in customer care, content moderation, or a similar role is preferred. Experience with online platforms or social media is a plus.Skills:Strong understanding of community guidelines and content moderation principles.Excellent written and verbal communication skills.Ability to maintain a neutral and professional tone when addressing users, especially in sensitive situations.Attention to detail with a strong ability to analyze and assess content effectively.Familiarity with content moderation tools, ticketing systems, and CRM platforms.Ability to work independently and handle challenging situations with minimal supervision.Key Attributes for Success:Empathy & Sensitivity: Ability to handle sensitive content in a professional and empathetic manner, especially when dealing with user complaints or concerns.Problem-Solving: Strong analytical skills to resolve content-related issues and escalate where necessary.Adaptability: Ability to adapt to changing guidelines, processes, and content-related trends.Resilience: Ability to maintain focus and professionalism when dealing with potentially distressing or sensitive content.Team-Oriented: Collaborative mindset with a focus on achieving team goals and sharing knowledge.This is an excellent opportunity for a Customer Care Executive with a passion for content moderation and ensuring safe, ethical online environments. If you are detail-oriented, empathetic, and have experience in customer care or content moderation, we encourage you to apply and be part of our mission to create a positive online community.IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds AGG