TikTok LIVE - Global Customer Service Representative, Chinese Speaking

Responsibilities

About the Team
The livestream industry has seen tremendous growth in recent years and has become the next growth driver for TikTok global business. It also brings great joy to users globally and it creates a new channel for our creators to show themselves.

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 Chinese 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 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 make sure close-loop to all escalations.
- Look for opportunities to identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance the operating process 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

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Proficiency in both English and Chinese is essential, as you will be required to communicate with external customers in Chinese
- Requires a minimum of 2 years' experience in a customer service environment.

Preferred Qualifications
- Experience working in technology firms/ BPO related
- Experienced working for live-streaming / user-generated content platforms is a plus.
- Works comfortably with Microsoft Word and Excel.