Overview
TikTok LIVE - Global Customer Service Representative, German Speaking
The Livestream Team creates real-time interactive scenes and value for all parties in the ecosystem. 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 a Global Customer Service Representative covering the German community market to help provide effective communication with customers, and to understand and solve their problems in a friendly and professional manner. The successful applicant will have a track record of resolving complex customer requests and providing assistance promptly.
Responsibilities
* Manage customer/creator inquiries via the CRM tool, direct contact, or by working 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 to 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 close-loop on all escalations.
* Identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance operating processes and improve overall customer experience.
* Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
* Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
* Support ad-hoc projects and initiatives per business needs.
Qualifications
* BA/BS degree or equivalent practical experience.
* Proficiency in German is essential, as you will communicate with external customers in German.
* Requires a minimum of 2 years' experience in a customer service environment.
* Preferred: experience working for live-streaming / user-generated content platforms is a plus.
* Works comfortably 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. TikTok’s global headquarters are in Los Angeles and Singapore, with offices in New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok’s mission. Our innovative product helps people authentically express themselves, discover and connect. Our diverse teams make that possible, and we work to create value for communities, inspire creativity, and bring joy every day. We strive to do great things with great people, foster curiosity and humility, and maintain an "Always Day 1" mindset to achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people globally, and so does our workplace. We celebrate diverse voices and strive to reflect the communities we reach.
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