Global Customer Service Quality Analyst - Service Excellence TikTok LIVE

TikTok; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading short-form video platform in London is looking for a dedicated Customer Service Analyst to join their Service Excellence team. This role involves analyzing customer service interactions, improving team performance, and enhancing customer satisfaction. Ideal candidates have at least 3 years of experience in customer service evaluation and strong communication skills, along with a Bachelor’s degree. Join a dynamic team and contribute to building a positive experience for users worldwide.

Benefits

Diverse and inclusive work environment

Opportunity for personal and professional growth

Qualifications

• 3+ years experience auditing performance of customer service agents.
• Proficiency in English and any other EU language required.
• Experience in evaluating customer service in a BPO environment.

Responsibilities

• Analyze customer service interactions to evaluate effectiveness.
• Establish and maintain a knowledge management system.
• Provide actionable feedback to enhance customer service skills.
• Collaborate with teams to improve service processes.
• Stay informed about trends in customer service.

Skills

Cross-department communication

Analytical skills

Problem-solving

Constructive feedback

Education

Bachelor’s degree

Tools

Excel

Word

Job description

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.

We want passionate and talented people to join our product and operations team. Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users.

TikTok LIVE is seeking a dedicated and proactive Customer Service Analyst to join our Service Excellence team. In this vital role, you will be responsible for assessing and enhancing the quality and effectiveness of customer service interactions.

1. Conduct transaction monitoring to analyze customer service content to evaluate the success of interactions. Assess customer service representatives' adherence to protocols, professionalism, accuracy, and problem-solving abilities.
2. Establish and maintain a comprehensive knowledge management system to capture, organize, and disseminate relevant information. Identify gaps in knowledge resources and work with cross-functional teams to develop training materials, FAQs, and other resources for customer service representatives.
3. Implement related measures to assess the effectiveness of customer service interactions. Define evaluation criteria, scorecards, and performance metrics. Regularly evaluate customer service representatives' performance and provide actionable feedback to enhance their skills and improve customer satisfaction.
4. Collaborate with training and development teams to identify areas for improvement based on evaluation findings. Contribute to the development of training programs, workshops, and coaching sessions to address performance gaps and enhance customer service representatives' capabilities.
5. Identify opportunities to streamline processes, improve efficiency, and enhance the overall quality of customer service interactions. Collaborate with cross-functional teams to implement process changes, develop best practices, and monitor their effectiveness.
6. Stay informed about emerging trends, technologies, and best practices in customer service. Research and implement innovative tools and approaches to optimize knowledge management and related CS processes.
7. Maintain accurate documentation of quality evaluation results, training materials, and knowledge resources. Generate regular reports on key performance indicators, trends, and improvement initiatives. Present findings and recommendations to management for informed decision-making.

Qualifications

Minimum Qualifications:

1. Bachelor’s degree or above, livestream product user; with at least 3 years experience auditing and leading performance of CS agents
2. Proficiency in English as a working language and any other EU language is required, as there would be a need to liaise with stakeholders across EU;
3. Proven experience in evaluating customer service experience, preferably in a customer service or contact center or BPO environment;

Preferred Qualifications:

1. Possesses strong learning ability, cross-department communication and collaboration skills;
2. Familiar with office software such as Excel, Word, etc. With data processing experience and other data analysis capabilities are preferred;
3. Good communication and listening skills, able to abstract problems and find solutions proactively. Ability to provide constructive feedback and effectively coach individuals.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, 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 is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

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 from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.