About Intouch CX
Intouch CX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

To learn more about us and our culture, follow the link to Our Story - https://youtu.be/Giny J-ab WJs

About the Job

We’re searching for a driven Social Media Moderator to closely moderate social media interactions within our Philippines virtual community. This role is responsible for responding to comments and questions using a consistent brand voice and escalating messages to leadership as required. The ideal person for this role will have a solid understanding of social media channels, specifically Facebook and its products.

As Social Media Moderator, You Will…

• Closely monitor and moderate all online mentions, escalating to Human Resources and other leadership teams as required
• Respond to comments and questions quickly and effectively using responses that are in line with internal policies and procedures
• Collaborate and align with other departments (Recruiting, Marketing etc) to manage responses, identify key messaging, and coordinate actions
• Use a consistent Intouch CX brand voice, ensuring all responses are positive, helpful and respectful
• Track interactions and provide in-depth reporting with recommendations for improved moderation methods
• Perform other related duties as assigned

As Social Media Moderator, You Have…

• Fluency in Tagalog, Cebuano and English (required)
• At least one year of customer service experience (required)
• Proven social networking experience and demonstrated knowledge of social analytics tools
• A strong understanding of Intouch CX’s culture and brand voice
• Excellent written and communication skills
• A team player mentality with an enthusiastic and positive attitude
• The ability to handle sometimes abrupt, negative and disruptive content
• Self-motivation with a passion to reach goals
• The ability to work both independently and collaboratively with other teams
• Well-developed analytical, problem solving and creative thinking skills
• Strong attention to detail with the ability to work with a sense of urgency
• Great time management and organizational skills with the ability to prioritize multiple tasks