TikTok LIVE - Global Customer Service Representative, Arabic Speaking
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Responsibilities
About the Team
The Livestream Team is committed to creating real-time interactive scenes, as a new form of content, Livestream creates value for all parties in the ecology. Livestream provides users with a unique consumption experience and further generalizes content. It is also a new way of employment to provide more direct fan interaction and deepen relationships with creators; it provides objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries.
Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users.
As part of the LIVE Traffic & Ecosystem team, the Customer Service Excellence team provides world-class service and experience for customers and creators. The team seeks an astute Global Customer Service Representative, covering the Arabic community market to help provide effective communication with customers, and can understand and solve their problems, in a friendly and professional manner. The successful applicant will come with a track record of resolving complex customer requests and providing assistance promptly.
Roles & Responsibilities
* Manage customer/creator inquiries via the CRM tool, direct contact, or work with other teams.
* Identify the root causes of escalated issues and provide appropriate resolutions to deliver excellent service. Summarize the Q&A and log in the knowledge management tool.
* Promptly escalate critical/high-risk cases to the appropriate authority.
* Coordinate with other teams/departments to resolve customer issues, follow-up, and ensure all escalations are closed properly.
* Look for opportunities to identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to improve overall customer experience.
* Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting quality expectations.
* Adhere to established procedures and guidelines while providing quality customer service to meet and exceed standards.
* Support ad-hoc projects and initiatives as needed.
Qualifications
Minimum Qualifications:
* BA/BS degree or equivalent practical experience.
* Proficiency in Arabic is essential for communication with external customers.
* Minimum of 2 years' experience in a customer service environment.
Preferred Qualifications:
* Experience working for live-streaming / user-generated content platforms is a plus.
* Comfortable working with Microsoft Word and Excel.
About TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. Our global headquarters are in Los Angeles and Singapore, with offices worldwide.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. We help people express themselves, discover, and connect. Our diverse teams create value, inspire, and bring joy. We foster curiosity, humility, and impact. We embrace challenges, iterate constantly, and aim for breakthroughs. Join us to create and grow together.
Diversity & Inclusion
TikTok is committed to an inclusive environment where employees are valued for their skills, experiences, and perspectives. We celebrate diversity and aim to reflect the communities we serve.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Other
Industries
* Technology, Information and Internet
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