Advisor I, Customer Service (Content Moderation English Speaker | C1 English level | Local ONLY)

Job Title

Advisor I, Customer Service (Content Moderation English Speaker | C1 English level | Local ONLY)

Job Description

The Content Moderation Specialist is responsible for reviewing, assessing, and actioning user generated content (UGC) uploaded to the platform to ensure compliance with community guidelines, platform policies, and applicable legal standards.

• ROLE INFORMATION
• Job Title: Advisor I, Customer Service ( Content Moderation is dragging under Customer Service category in Concentrix System).
• Reports To: Team Leader
• Location: Kuala Lumpur Shift: Rotational (24×7 operations)
• Employment Type: Full-Time
• Experience: 0–3 Years.
• Language: English B2 (additional languages a plus).
• ROLE OVERVIEW:
  
  

The Content Moderation Specialist is responsible for reviewing, assessing, and actioning user generated content (UGC) uploaded to the platform to ensure compliance with community guidelines, platform policies, and applicable legal standards.

This role sits within the Trust & Safety function and operates as the first line of defence against harmful, policy-violating, and illegal content.

Due to the nature of this role, moderators will be regularly exposed to graphic, disturbing, and

emotionally challenging material. Concentrix is committed to providing trauma-informed support,

scheduled wellness rotations, and access to professional counselling through its Employee Assistance

Programme (EAP).

• SENSITIVE CONTENT TAXONOMY:
  
  

Content uploaded by end users may include explicit, sensitive, high-risk, or policy-violating material.

Moderators must be able to accurately identify and action content across the following categories:

• Core Sensitive Categories:
• Child Sexual Abuse Material (CSAM) & Minor Exploitation: Any content that sexually depicts,
  
  

exploits, or endangers individuals under the age of 18, including imagery, video, animation, or

AI-generated material. This includes grooming-related content, non-consensual sharing of

minors' images, and age-ambiguous sexual content. Mandatory escalation and legal reporting

apply to all CSAM detections.

• Explicit Sexual Content / Pornography: Graphic depictions of sexual acts, nudity intended to
  
  

arouse, or adult content involving real or digitally created individuals where such content

violates platform age-gating policies or is posted in non-permissioned contexts.

• Self-Harm Content: Any material that depicts, glorifies, instructs, or encourages self-inflicted
  
  

injury, suicide, or suicidal ideation — including written content, images, coded language (e.g.,

"1437", "sewerslide"), or community threads that normalise or celebrate self-destructive

behaviour.

• Eating Disorder Romanticisation & Tutorials: Content that promotes, glorifies, or provides
  
  

instructional guidance on anorexia, bulimia, or other disordered eating behaviours (commonly

referred to as "pro-ana" or "pro-mia" content), including before/after imagery, caloric

restriction tutorials, and triggering peer reinforcement posts.

• Misleading / Vulgar Metadata & Thumbnails: Titles, descriptions, tags, or thumbnail images
  
  

that are sexually suggestive, deliberately misleading, clickbait-driven, or violate content

labelling standards — even where the underlying content may be permissible.

• High-Risk Content:
• Extreme Violence, Severe Injury & Graphic Gore: Real-world footage or imagery depicting
  
  

murder, torture, severe bodily harm, dismemberment, or post-mortem content shared without

journalistic or educational justification. Includes staged violence presented as real and

gratuitous gore shared for shock value.

• Animal Cruelty: Content that depicts deliberate harm, abuse, torture, or killing of animals for
  
  

entertainment or shock value, including staged animal fights, illegal hunting content, and cruelty

presented as humour.

• Dangerous Physical Challenges & Pranks: Viral challenges, stunts, or pranks that pose a
  
  

credible risk of physical harm to participants or bystanders — particularly where content is

framed to encourage imitation by younger audiences.

• Hate Speech, Harassment & Slurs: Content that targets individuals or groups based on
  
  

protected characteristics (race, ethnicity, religion, gender, sexual orientation, disability,

nationality) through dehumanising language, slurs, threats, coordinated harassment campaigns,

or symbolic hate imagery.

• Politically Offensive & Incitement Material: Content that incites violence or civil unrest,
  
  

spreads targeted political disinformation, or constitutes propaganda from designated terrorist

or extremist organisations, including coded or dog-whistle communication strategies.

• KEY RESPONSIBILITIES:
  
  

Content Review & Decisioning

• Review user-generated content (text, images, video and audio) against platform policies.
• Apply accurate, consistent decisions: approve, remove, restrict, age-gate, or escalate.
• Maintain decision accuracy targets and meet productivity KPIs within defined SLAs.
  
  

Sensitive & High-Risk Content Handling

• Identify and action content across Core Sensitive and High-Risk categories as defined in Section 3.
• Apply mandatory escalation protocols for CSAM and legal-threshold violations.
• Accurately categorise borderline content for senior review or policy feedback loops.
  
  

Queue Management & Prioritisation

• Manage and clear moderation queues across assigned content streams and languages.
• Prioritise high-severity and time-sensitive content (e.g., live-stream violations, viral harmful
  
  

content).

• Coordinate with team leads on surge capacity and priority queue management.
  
  

Reporting & Documentation

• Log decisions, patterns, and policy edge cases accurately in internal moderation tools.
• Contribute to trend reports and weekly quality calibration sessions.
• Flag recurring policy gaps or emerging content categories to policy and QA teams.
  
  

Wellbeing & Self-Care Compliance

• Participate in scheduled wellness check-ins and mandatory counselling sessions.
• Adhere to screen-time rotation schedules as outlined by occupational health guidelines.
• Proactively report psychological distress through available support channels.
• QUALIFICATIONS & REQUIREMENTS:
  
  

Education & Experience

• Bachelor's degree.
• 0–3 years of experience in content moderation, trust & safety, or Customer service.
• Freshers with a Bachelor's degree, strong analytical ability, and high resilience may be
  
  

considered for entry-level roles.

• CORE COMPETENCIES:
• Resilience & Emotional Regulation: Ability to process and respond to distressing content
  
  

professionally without sustained psychological impact.

• Attention to Detail: Precision in policy application and accurate content classification.
• Critical Thinking: Ability to evaluate context, nuance, and intent in ambiguous or borderline
  
  

content.

• Cultural Sensitivity: Awareness of cross-cultural communication norms, symbols, and context.
• Integrity & Confidentiality: Strict adherence to data privacy, case confidentiality, and ethical
  
  

standards.

• Collaboration: Works effectively with QA, policy, legal, and wellbeing teams.
• Adaptability: Ability to respond to rapid policy changes, emerging content threats, and shifting
  
  

queue priorities