Customer Support Moderator

Shape a Safer Space in Real Estate

Are you ready to make a real difference while keeping your evenings and weekends free Join a team where balance isn't just a promise-it's a way of life. Here, your contributions will help foster a supportive community in real estate while you enjoy a structured schedule that respects your personal time. This role allows you to unwind after hours and pursue the things that matter most to you, making it perfect for someone who values both professional growth and personal fulfillment.

In the Customer Support Moderator role, you'll be a key player in ensuring the quality and integrity of online listings and reviews. Through Salesforce, Zendesk, and other tools, you'll moderate agent ratings, review private landlord listings, and ensure all content aligns with our guidelines.

• Utilize your genuine passion for customer service and strong problem-solving abilities
  
• Moderate agent reviews through Salesforce using a checklist, ensuring consumer reviews and agent replies are published or rejected within 1 business day
  
• Review private landlord listing requests before publishing, verifying property legitimacy and adherence to guidelines
  
• Investigate content quality assurance requests reported to the client, addressing misuse of products and platforms in line with Terms and Conditions and Acceptable Usage Policy
  
• Collaborate within a high-performing team, consistently aiming for excellence and pushing beyond comfort zones to grow and develop
  
• Drive customer loyalty, advocacy, and retention through exceptional customer interactions
  
• Communicate effectively with team members to achieve the best outcomes for consumers and customers
  
• Work cohesively as a team to overcome roadblocks in delivering on consumer and customer needs
  
• Leverage your tech-savviness with systems like Salesforce, Zendesk, and Slack to efficiently complete tasks (experience with these tools is a plus)
  

Requirements

Qualifications Needed: A People Person with a Problem-Solving Mindset

• Proven experience in a fast-paced, customer-facing environment
  
• Exceptional communication skills, with the ability to deliver service that fosters customer loyalty and advocacy
  
• Strong customer-centric approach with resilience in handling challenging situations
  
• Demonstrated ownership, taking accountability for the consumer and customer experience while maintaining a continuous improvement mindset
  
• Strong problem-solving skills to address moderation tasks and inquiries efficiently through analysis and decision-making
  
• Tech-savvy and enthusiastic about working in a digital environment, with a passion for continuous learning
  
• A collaborative team player, eager to support colleagues while enjoying a positive team environment
  

Core Competencies to Bring and Develop:

• Communication: Deliver exceptional service through clear communication, positive language, active listening, and empathy
  
• Problem Resolution: Resolve customer issues promptly using strong analysis, decision-making, and adaptability
  
• Customer Centricity: Demonstrate resilience, accountability, and a continuous improvement mindset in all customer interactions
  
• Job Knowledge and Application: Acquire and apply in-depth knowledge of client's products, processes, systems, and legal/regulatory requirements
  

Benefits

Elevate Your Lifestyle with Real Rewards

• Day 1 HMO coverage
  
• Competitive compensation package
  
• Prime Ortigas office location (close to MRT, restaurants, and banks)
  
• Day shift schedule with fixed weekends off
  
• Free upskilling through Emapta Academy courses (Want to know more Visit )
  
• Free access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  
• Emapta Lifestyle perks (Foodpanda pro and more!)
  
• Unlimited employee referral incentives
  
• 20 annual leaves (5 convertible to cash)
  
• Fun team engagement activities
  
• Mentorship with global leaders
  
• Opportunities for career growth
  
• Supportive and diverse work environment
  

About the Client: Redefining Real Estate, One Connection at a Time

Our client stands tall as one of Australia's remarkable start-up success stories, tracing its origins back to a humble Melbourne garage over two decades ago. With an unwavering commitment to excellence, they have extended their influence to eight countries, revolutionizing the property industry and re-imagining what's possible. With a workforce of over 1,400 dedicated professionals, they continuously strive to deliver exceptional experiences to both valued customers and consumers alike.

Our client's relentless pursuit of innovation, coupled with a profound understanding of the real estate landscape, has solidified their position as a trailblazer in the industry.

The Values we live by

Our Values are at the core of how we operate, treat each other and the choices we make because how we do our work is equally important as what we do. You'll feel it as soon as you join the family our Values are role modelled by our leaders, lived by our people and felt by our customers, consumers and communities.

We are looking for someone who can:

• Re-imagine it
  
• Own it
  
• Do it with heart
  
• Inspire it
  
• Do it as a team
  
• Keep it real
  

Who Are We

At Emapta, we pride ourselves on offering more than just a job - we provide a lifestyle. Enjoy the perfect work-life balance with our flexible arrangements, empowering you to excel both personally and professionally. Embrace exciting global opportunities that broaden your horizons and enrich your career journey. We offer a competitive compensation package that acknowledges your talent and dedication.

Embrace flexible work arrangements and seize global opportunities to broaden your horizons. Emapta's competitive compensation package, combined with a vibrant work culture, will undoubtedly make your journey with us an exciting and fulfilling one. Take your career to new heights, gain exposure to diverse industries, and contribute to exciting projects while thriving in an environment that values your dedication and accomplishments.

#EmaptaExperience