Customer Care
Pay:
TBD
Overview
A LiveWorld customer service agent is a virtual, part-time, work-from-home position. Our hourly agents perform tasks including social customer service, engagement for marketing purposes, and protecting a brand’s image by supporting a good experience for a brand’s customers in their online venues. LiveWorld provides services in dozens of languages and defines fluency as complete competency in reading, writing, and speaking at a native or near-native level. Language needs are dependent upon client needs. Language fluency testing and writing samples are a requirement for all our hourly positions. All applicants must be fluent in English.
* Responsibilities include reviewing, taking action on (rejecting or approving), tracking, and/or escalating social media users’ posts according to brand guidelines
* Responding to user content in a social context and initiating or conversation
* Triage and responding to customers’ questions (with pre-determined or authored responses)
* Identifying and escalating trends, topics, sentiment, and emerging issues
Required skills and traits:
* Excellent writing and communication skills, including grammar, punctuation, spelling, and ability to compose well-spoken messages in a real-time, multi-tasking environment (Please note: This is not a telephone position; writing skills are critical.)
* Language fluency testing and writing samples are a requirement for all hourly positions in any language. All applicants must be fluent in English.
* Demonstrated ability to empathize with people, make decisions according to guidelines, and communicate company policies in informal courteous conversational style
* Must demonstrate the ability to make quick and correct decisions under pressure. Critical thinking is key in this fast pace work environment
* Ability to focus on the task at hand with minimal external distraction, including working in a quiet atmosphere (This
is not a role that can be done from a coffee shop or with toddlers underfoot.)
* Ability to work for a block of several hours at a time
* Punctuality and adherence to attendance policies, which are strictly enforced
* Ability to regularly or occasionally work evenings, nights, weekends, holidays
* Dependable, high-speed Internet access
* Dependable telephone access (landline preferred for training)
* Experienced computer user with knowledge of chat, email, and instant messaging programs
* Familiarity with and access to spreadsheet and document software
* Familiarity with social media sites on a personal or professional level
* Strong typing skills
* Previous moderation experiences a plus, but not required
* Healthcare background a plus
* Must be 18 or older
* This is a work-at-home position; you must be able to work at home with the self-discipline needed to be effective
Recommended education and experience:
* 2-3 years experience in online moderation or customer service
* One-year experience working in a Call Center environment
* Experience using Salesforce and Social Cloud
* Must be 18 or older
* College Degree or equivalent experience preferred
* Demonstrated personal or professional success engaging in a social channel
HOW TO APPLY
* Qualified applicants should complete the LiveWorld Moderation Personnel Application.
* Please complete the LiveWorld Moderation Personnel Application for US Residents.
