General Information

Position: Trust & Safety Agent (Mandarin)- CL 13

Location: Office based in Sandyford, Dublin 18, Ireland.

Work Hours: Monday - Friday, 8am - 6pm

** Kindly be informed that sponsorship is not available for this position. A valid Full-time work permit is mandatory for us to proceed with your application **

Representatives will help Improve sales data quality in the internal Client Relationship Management system.

Please note: While this is primarily a Customer Service role there is exposure to sensitive content.

What we do?
Take ownership of the internal GMS business graph and build a connected strategy across various functions that create and utilize this data

Objectives

• Enhance our understanding of our clients by enhancing the accuracy and completeness of our customer data
• Create a seamless experience for sales and our clients by utilizing tools, automation, and workflow processes which minimize sales and client impact
• Our first priority is to ensure critical data within our systems is accurate
• Implement process controls to safeguard the integrity of our client data and the various data relationships in our systems
• Our processes are categorised into various workflows

Duties and Responsibilities:

• Review, classify and/or remove content according to client guidelines, using specific tools and channels
• Understand and remain updated on changing client policies and guidelines
• Investigate, resolve, and relay complex content issues to the broader Trust and Safety team
• Review and Approve or deny connections within a review tool based on client Policy
• Review data provided by advertisers and validate it matches the corresponding internal CRM object e.g. the contact for the advertiser s company
• Review content e.g. Ads run by the advertiser or the account billing address and tag it to existing Client Relationship Management listings
• Read, understand and make decisions based on policy documents
• Correspond with internal salespeople regarding any appeals filed
• Review content, create tasks, follow up on open tickets
• Provide feedback on trends identified in reviews
• General data entry related tasks
• Provide suggestions to improve the process and workflows

You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns.

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, content moderators need 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.

Required Experience

• Strong coping, emotional resilience, and stress-management skills
• Excellent comprehension, communication, and (insert language) skills
• Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
• Strong attention to detail
• Comfort synthesizing and analyzing information from multiple streams
• Strong critical thinking and decision-making skills
• Familiar with and user of social media products
• Excellent work pacing time management skills, able to work independently
• Attention to detail is essential to ensure the quality of work execution
• Able to work in multiple tools web browser windows at one time
• Shows initiative
• Familiar with MS office mainly excel for updating progress
• Candidates should have good search and navigating skills
• Interpersonal Skills
• Self starter, can easily adapt to change new content, changing policies
• Good problem solving

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement      

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities