Electronic Arts is an innovative tech company that creates incredible experiences for millions of gamers around the world. But what matters most is our people who inspire us, and the world, to play. As we bring new forms of entertainment to people around the world, we need innovative, collaborative, diverse and adaptable people to keep making Electronic Arts better.
The Gig: The Terms of Service Team enforces the Terms of Service Agreement consistently across all of EA's 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.
About EA
At Electronic Arts, we exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together talented people that combine creativity, innovation, and passion. We know that our strength lies in the diversity of our people. We immerse our employees into an inclusive culture, and provide opportunities for learning and leading that allow them to do the most impactful and rewarding work of their careers.
We put our people first. We provide comprehensive benefit packages with a focus on health and wellbeing to support your needs and help you balance your career and personal life. We provide access to dynamic and collaborative work environments, opportunities to connect and contribute through our Employee Resource Groups, and support for a balanced life with paid time off and new parent leave, plus free video games and so much more!
Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.
