Back to search.BioWare Ireland, a division of EA Games - French Terms of Service Administrator
| Employment Type: | Contract |
| Location: | Galway - West, Ireland, Galway |
| Salary: | Competitive Salary Offered |
| Languages: | English, French |
| Required Languages: | 2 |
Advertiser Details
- Name:BioWare Ireland, a division of EA Games
- Posted:13-03-2012
- Code:52457
The Customer Service, French Terms of Service (TOS) Administrator is responsible for enforcing the Terms of Services for the game product, BioWare’s new up-and-coming MMO Star Wars: The Old Republic. As part of this responsibility the French TOS Administrator will be member of the team of TOS specialists who work to implement the strategic direction of the Customer Services Risk Prevention team. The French TOS Administrator enforces the Terms of Services in a multilingual, multidisciplinary, BioWare customer service 24/7 environment.
The French TOS Administrator will provide regular and vital communication regarding Terms of Services violations, disciplinary actions to Team Leads and the TOS Manager. It is expected that they will work with the Team towards a strategic direction on TOS enforcement and to provide the best possible in-game experience for the customer base.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.
Duties and Responsibilities:
Customer Service Operations
• Contributes to the ongoing delivery of world-class support to our customers.
• Assist in developing, executing, and optimizing the ongoing TOS policies to ensure the delivery consistent world-class support.
• Build and cultivate a positive customer experience, through the elimination and mitigation of negative and aggressive players from the greater customer base.
• Working closely with the Team Lead and the TOS Manager to ensure compliance with internal policies, procedures and knowledge to help ensure that help provided to our customers is consistent and of the highest level of quality which is befitting of the BioWare brand.
• Act as a champion for Customer Service that exceeds in quality and response times.
• Works towards BioWare objectives, strategies and tactics that maximize customer experience.
• Ensure the successful delivery of Terms of Service disciplinary policy and procedures across the customer audience. Champion critical Customer Service SLA’s in coordination with the Customer Service strategy.
• Help in the creation of policies and procedures that ensure the highest quality of service to our customers while maintaining consistency with corporate objectives.
• Perform any other duties as assigned by Team Leads or the TOS Manager.
Skills and Qualifications:
Essential
• Minimum three years experience working in a Customer Service environment.
• Proven experience in a large call centre team that offers support 24/7.
• Excellent Customer Service skills with proven quality track record
• Fluency in verbal and written English with strong communication skills.
• Fluency in verbal and written French
Desirable
• Ability to maintain confidentiality
• Experience in MMORPG online game support preferred.
• Proven record of improving Customer Satisfaction and Client Satisfaction.
• Previous MMO experience
Person Specification
• Team player with a positive attitude
• 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.
• Results orientated
• Integrity, honesty, humility, and confidentiality traits required.
Compensation:
BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability, out of country relocation and games.
• This position is based in Ireland and we can currently only consider applicants eligible to work in Ireland
• This role will involve shift hours
Please Note:
Applicants must be eligible to work in Ireland without company sponsorship
IMPORTANT NOTICE:
You are now going to be redirected to EA Games’ Careers Portal where you will need to register your details & apply for this position for your application to be received by BioWare Ireland, A Division of EA Games.
If you are an active TLJ user you will be redirected immediately. If you are new to TLJ you will have to register with us first.
The French TOS Administrator will provide regular and vital communication regarding Terms of Services violations, disciplinary actions to Team Leads and the TOS Manager. It is expected that they will work with the Team towards a strategic direction on TOS enforcement and to provide the best possible in-game experience for the customer base.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.
Duties and Responsibilities:
Customer Service Operations
• Contributes to the ongoing delivery of world-class support to our customers.
• Assist in developing, executing, and optimizing the ongoing TOS policies to ensure the delivery consistent world-class support.
• Build and cultivate a positive customer experience, through the elimination and mitigation of negative and aggressive players from the greater customer base.
• Working closely with the Team Lead and the TOS Manager to ensure compliance with internal policies, procedures and knowledge to help ensure that help provided to our customers is consistent and of the highest level of quality which is befitting of the BioWare brand.
• Act as a champion for Customer Service that exceeds in quality and response times.
• Works towards BioWare objectives, strategies and tactics that maximize customer experience.
• Ensure the successful delivery of Terms of Service disciplinary policy and procedures across the customer audience. Champion critical Customer Service SLA’s in coordination with the Customer Service strategy.
• Help in the creation of policies and procedures that ensure the highest quality of service to our customers while maintaining consistency with corporate objectives.
• Perform any other duties as assigned by Team Leads or the TOS Manager.
Skills and Qualifications:
Essential
• Minimum three years experience working in a Customer Service environment.
• Proven experience in a large call centre team that offers support 24/7.
• Excellent Customer Service skills with proven quality track record
• Fluency in verbal and written English with strong communication skills.
• Fluency in verbal and written French
Desirable
• Ability to maintain confidentiality
• Experience in MMORPG online game support preferred.
• Proven record of improving Customer Satisfaction and Client Satisfaction.
• Previous MMO experience
Person Specification
• Team player with a positive attitude
• 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.
• Results orientated
• Integrity, honesty, humility, and confidentiality traits required.
Compensation:
BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability, out of country relocation and games.
• This position is based in Ireland and we can currently only consider applicants eligible to work in Ireland
• This role will involve shift hours
Please Note:
Applicants must be eligible to work in Ireland without company sponsorship
IMPORTANT NOTICE:
You are now going to be redirected to EA Games’ Careers Portal where you will need to register your details & apply for this position for your application to be received by BioWare Ireland, A Division of EA Games.
If you are an active TLJ user you will be redirected immediately. If you are new to TLJ you will have to register with us first.
You cannot apply for this job as it is no longer active.
