External Description:
The Gig: The Terms of Service Team enforces the Terms of Service Agreement consistently across all of EAs products and also ensuring that any action disputes are investigated and reviewed following the procedures. The Team is aiming to provide a gaming environment that is safe and highly enjoyable for all our customers by making sure everyone is following the same set of rules.
You will report to the Team Manager
Responsibilities
- Build and cultivate a positive customer experience, through the elimination and mitigation of negative and aggressive players from our customers
- You will exceed upon all set KPIs in productivity, adherence, quality, and accuracy
- You will Review and investigate reports of infracting player behavior following Terms of Service procedures
- Investigate and process account penalty disputes in full compliance with the dispute procedure
- Ensure consistency and coherency whilst complying with all Terms of Service internal and external procedures
- You will provide support to other departments/studios through handling scheduled requests
- Complete ad hoc reports and projects as required
- Analyze game anomalies and report as required
- Complete threat and risk assessments on product functionalities and behavioral trends
- Act as a point of contact for Terms of Service-related issues
- Be proactive in developing your industry knowledge
- Act as an advocate for Customer Service that exceeds in quality
- Perform any other responsibilities as assigned by the Team Manager
What You Have
The ideal candidate will have
- A minimum of 2 years of Customer Service related experience.
- Excellent Customer Service skills with a proven quality track record.
- Exceptional and professional communication skills; both verbal and written.
- Ability to work with a wide range of people across departments and build strong positive relationships.
- Intermediate to advanced Microsoft Office skills.
Person Specification:
- Team player with a positive attitude.
- Strong emotional resilience to offensive and otherwise objectionable content
- Ability to build strong bonds with colleagues to foster open, honest, and candid communication.
- Ability to multi-task and maintain organization in a fast paced, changing environment.
- Customer-focused with solid relationship management skills with an ability to influence others.
- Highly organized and results orientated.
- Integrity, honesty, humility, and confidentiality traits required.
