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Customer Care




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


* Qualified applicants should complete the LiveWorld Moderation Personnel Application.

* Please complete the LiveWorld Moderation Personnel Application for US Residents.

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