Deskripsi Pekerjaan
Ready to turn your passion for music into a global career? Cognizant, a Fortune 500 leader in digital transformation, is seeking a highly motivated Music Expert to join our growing team in Taguig City. This is your chance to work on a premier Video Sharing Account, directly impacting the experience of millions of users worldwide.
As a Music Expert, you will be the frontline of our client's platform, ensuring a safe, engaging, and high-quality environment for creators and fans alike. You will use your deep understanding of music genres, artists, and trends to solve complex challenges, moderate content, and provide exceptional support. Your day-to-day will involve deep dives into music catalogs, assisting creators with their content, and refining moderation processes. This is a Night Shift position based in the vibrant Bonifacio Global City (BGC) area of Taguig, offering a dynamic work culture and competitive compensation.
Why Cognizant? At Cognizant, we don't just adapt to change—we drive it. We offer comprehensive training, a clear path for career progression, and a collaborative environment where your expertise is valued. You'll be part of a diverse team that prides itself on innovation and excellence. Our team in Taguig is composed of passionate individuals from diverse backgrounds. We foster a culture of learning and support, ensuring you have the tools and mentorship needed to excel.
Your Role:
- Provide top-tier support to users of a major video sharing platform, specializing in music-related queries and content.
- Review and moderate music and video content, ensuring adherence to strict community guidelines and client policies.
- Leverage your music expertise to resolve content disputes and categorize trending tracks and videos accurately.
- Collaborate with global teams to improve the user experience, platform safety, and internal processes.
- Stay ahead of music trends and platform updates to provide the most relevant and accurate support.
- Document user interactions clearly and accurately in the ticketing system.
- Meet and exceed performance metrics related to quality, productivity, and customer satisfaction.
What We're Looking For:
- A deep, demonstrable knowledge of various music genres, industry history, and current trends.
- Excellent English communication skills (verbal and written).
- Comfortable navigating social media, video sharing apps, and using various software tools.
- At least 1 year in a customer service, content moderation, or relevant BPO role (preferred).
- Ability to handle sensitive or explicit content with professionalism and maturity.
- Willingness to work night shifts, weekends, and holidays in Taguig.
- Strong analytical and problem-solving skills with high attention to detail.
Tanggung Jawab
- Analyze and resolve user inquiries related to music content, copyright issues, and platform functionality on a leading video sharing account.
- Conduct thorough reviews of music and video uploads, enforcing community guidelines and ensuring platform safety.
- Utilize deep music industry knowledge to differentiate between genres, identify specific artists, and resolve disputes over content categorization.
- Identify emerging trends in music and video consumption to provide actionable feedback to internal and client teams.
- Maintain high-quality standards for customer interactions, resolving tickets accurately and professionally.
- Collaborate with a global team to improve processes, share best practices, and support a positive work environment.
- Handle sensitive content with discretion and adhere strictly to data privacy protocols.
Kualifikasi
- College graduate (any course) or at least 2 years of college education with relevant experience.
- Proven passion for music with expansive knowledge of artists, genres, and the music industry landscape.
- Excellent English communication skills (both verbal and written) are mandatory.
- At least 1 year of experience in BPO, Customer Service, or Content Moderation is required.
- Strong analytical and problem-solving skills with high attention to detail.
- Willingness to work full-time on a night shift schedule (permanent night shift) in Taguig.
- Ability to work effectively in a fast-paced, target-driven environment.
- Professionalism and maturity in handling sensitive and graphic content.