Julia Irler

Current

Community Manager at Gameforge Productions GmbH

Past

Customer Support Billing Team Lead at NCsoft Europe Ltd.
Customer Support Representative - Billing at NCsoft Europe Ltd.

Education

Institut für Fremdsprachen und Auslandskunde (IFA)

Recommended

2 people have recommended Julia

Connections

83 connections

Industry

Computer Games

Websites

Julia Irler’s Experience

Community Manager

Gameforge Productions GmbH

(Computer Games industry)

July 2009 — Present (6 months)
Customer Support Billing Team Lead

NCsoft Europe Ltd.

(Public Company; Computer Games industry)

July 2007 — September 2008 (1 year 3 months)

• Manage the day to day business, task assignment and staff management in the Billing Support Team and as a backup for the account and linguistic game support teams
• Act as a liaison between Project Leads and Customer Support Representatives
• Provide weekly reports to the Management and daily reporting to the Customer Services Manager, including metrics obtained from Right Now as well as the current major Billing Support issues
• Work closely with the Product Project Leads to ensure the team is provided with all necessary information, tools and procedures
• Assist the Billing and Account Project Lead in creating procedures and standard responses
• Create and maintain tools and assets required for daily tasks
• Schedule, prepare and assist in CSR staff training and language testing
• Keep close contact with the outsourcing support teams to assist with specific issues
• Act as a backup for the Billing and Account Project Lead
• Provide Customer Support for general and exceptional support issues for five languages
• Take care of the recruitment process
• Build and maintain a good relationship with all other departments and partners as well as the US Billing Support Team
Customer Support Representative - Billing

NCsoft Europe Ltd.

(Public Company; Computer Games industry)

September 2005 — July 2007 (1 year 11 months)