TOS Administrator II

October 14, 2024

Electronic Arts

FULL TIME

Terms of Service (TOS) Administrator
We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.
The Terms of Service Team is responsible for enforcing the Terms of Service Agreement consistently across all of EA’s products and also ensuring that any action disputes are investigated and reviewed in line with the policies and 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.
So how does a TOS Administrator create a great experience for players? They:

Build and cultivate a positive customer experience, through the elimination and mitigation of negative and aggressive players from our customer base
Meet and exceed upon all set KPIs in productivity, adherence, quality and accuracy
Review and investigate reports of infracting player behaviour in line with Terms of Service policies & 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
Provide support to other departments/studios through handling scheduled requests
Complete ad hoc reports and/or projects as required
Analyse game anomalies and report as required
Complete threat and risk assessments on product functionalities and behavioural trends
Act as a point of contact for Terms of Service-related issues
Be proactive in developing your industry knowledge
Act as a champion for Customer Service that exceeds in quality
Perform any other duties as assigned by the Team Manager

If you’re interested in this role, you’ll need these skills or experiences:

A minimum 2 years of Customer Service-related experience.
Excellent Customer Service skills with proven quality track record.
Exceptional and professional communication skills; both verbal and written.
Ability to interact 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 organised and results orientated.

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

We regret to inform you that this job opportunity is no longer available