French Bilingual – Content Processing Specialist, Customer Service, Content Moderation

This is a fully remote position, open to applicants in Morocco.

📋 Description

• Oversee the social media platforms of clients.

• Evaluate and manage content and data, which includes moderating, categorizing, responding to, and interacting with comments and messages.

• Adhere to company protocols for assigned social media properties.

• Utilize the company's application and specified tools.

• Alert the company's designated contact about potential social media crises.

• Address public comments with sound judgment, contextual awareness, and the suitable brand voice.

• Handle direct messages and private support discussions from start to finish.

• Employ a CRM system to review customer history, monitor cases, and document outcomes.

• Assist with account, login, subscription, billing, refund, cancellation, retention, access, download, installation, and troubleshooting requirements.

• Offer basic product advice and perform technical triage, escalating issues when necessary.

• Utilize AI-assisted drafting tools while ensuring responses are precise, empathetic, and safe.

• Follow established escalation paths for high-risk issues, sensitive topics, and VIP situations.

• Contribute to maintaining consistent quality across shifts.

⛳️ Requirements

• High School Diploma or its equivalent.

• A minimum of 2 years of experience in social care, community management, customer experience support, or digital customer service.

• Excellent verbal communication and writing abilities.

• Comfortable managing billing, subscription, access issues, and troubleshooting tasks.

• Capable of working independently and proactively seeking answers and resources.

• Composed under pressure and confident in high-visibility comment sections.

• Organized, responsible, and consistent in work habits.

• Fluent in English, both written and spoken.

• Near-native proficiency in French.

• General knowledge and enthusiasm for various social media platforms.

• A conducive home working environment with a reliable internet connection.

• Availability to work an 8-hour shift on a rotating schedule.

🏝️ Benefits

• Fully Remote position.

• Ongoing learning opportunities.

• Competitive salary based on local market rates.

• Chance to collaborate with innovative brands.

• Supportive environment where feedback and suggestions are valued.

• Diverse and multicultural team atmosphere.