日本と海外をつなぐクラウドソーシング

Telus International Philippines

Operations Customer Servive Representative

2012/04～ 2016/08

Operations CSR (Email, Chat, Community Moderation, Compliance)
TELUS International Philippines - Zynga Account May 21, 2012 up to August 10, 2016

Provides first contact resolution and excellent customer service through chat and emails by means of:
• Research required information using available resources
• Manage and resolved customers inquiries
• Performs trouble shooting if need be
• Identifies and escalate priority issues

Provides Community Moderation Support on all applicable Social Channels by means of:
• Performs community management which includes enforce Rules of Conduct, Organize
• Forum Content, Data Collection & Reporting
• Performs Publishing of Articles, Updates and/or useful information
• Oversees the communication activity on Social Media Platforms. Monitors the interchange of contributors and makes decisions regarding content and the direction of threads. Encourage interaction, to encourage member involvement, and to encourage a sense of community within the Social Media Platform
• Joins Community discussions, are expected to be product expert, share knowledge, tips/advises, remain objective and serve as impartial enforcers. Occasionally, a forum moderator will pose as a contributor to steer a discussion in another direction or offer input without fear of posing a conflict of interest.
• Handles escalation according to the Social Media Process

Ensures gameplay activities to guarantee compliance to guidelines established and governed by the client and ensures risk management to avoid non-compliance by means of:
• Carefully investigates players who are accused to be cheating / selling chips
• Provides application dispositions/sanctions after thorough review
• Identifying compliance problems that call for formal attention