The position is based in Sofia, Bulgaria!
#FEEL GOOD WITH US!
TELUS International Europe is a multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high-quality services since 2004. The company has more than 5,500 team members across nine delivery centers: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania); Cork and Dublin (Ireland), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 35 languages.
Do you have a passion for online social media, want to be part of a fast-growing international team responsible for assuring a positive experience for millions of users every day and resolving unique online community challenges? If yes - we have an ideal job for you!
For our location in Sofia, we are looking for a Social Media Content Review Analyst with knowledge of Georgian, offering long-term stability in this permanent placement role.
Responsibilities:
• Assist our community and help resolve inquiries empathetically, accurately and on time
• Respond to user inquiries with high quality, speed, empathy and accuracy
• Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
• Become and remain knowledgeable about client’s products and community standards
• Make well-balanced decisions and personally driven to be an effective advocate for our community
• Display a strong commitment to doing what’s right for our community in supporting the client’s mission
• Investigate and resolve issues that are reported on clients site such as requests for account support and reports of potentially abusive content
• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
• Enforce Client’s Terms of Use by carefully monitoring reports of abuse on the site
• Review the reported content within agreed turnaround times and standards of quality
• Identify inefficiencies in workflows and suggest solutions
• Recognize trends and patterns, and escalate issues outside the company policy to the global team