TikTok LIVE - Global Customer Service Representative, Arabic Speaking

TikTok; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Global Customer Service Representative to enhance interactions with the Arabic community market. The role focuses on providing exceptional service and resolving complex customer inquiries effectively. Candidates should possess strong communication skills and a background in customer service, along with proficiency in Arabic. This opportunity offers a platform for creativity and professional growth in a rapidly evolving tech environment.

Qualifications

• Proficiency in Arabic is essential for communicating with external customers.
• Requires minimum of 2 years' experience in a customer service environment.
• Experience working for live-streaming/user-generated content platforms is a plus.

Responsibilities

• Manage customer inquiries via CRM tool and direct contact.
• Identify root causes of escalated issues and provide resolutions.
• Coordinate with other teams to resolve customer issues and follow up.

Skills

Problem Solving

Communication

Customer Service

Education

BA/BS degree or equivalent practical experience

Tools

Microsoft Word

Microsoft Excel

Job description

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. It provides users with a unique consumption experience and further generalizes content. It also offers a new employment avenue to provide more direct fan interaction and deepen relationships with creators. Additionally, it generates revenue for the platform and promotes content exclusivity. Livestream 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. We seek an astute Global Customer Service Representative, focusing on the Arabic community market, to facilitate effective communication with customers, understand and resolve their issues in a friendly and professional manner. The successful candidate will have a proven track record of resolving complex customer requests and providing prompt assistance.

Roles & Responsibilities

• Manage customer/creator inquiries via CRM tools, direct contact, or collaboration with other teams.
• Identify root causes of escalated issues and provide appropriate resolutions. Summarize Q&A and log in the knowledge management system.
• Escalate critical/high-risk cases promptly to the appropriate authority.
• Coordinate with other teams/departments to resolve customer issues, follow up, and ensure all escalations are closed properly.
• Identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to improve operations and customer experience.
• Respond to internal and external escalations quickly, professionally, and in accordance with quality standards.
• Follow established procedures and guidelines to provide quality customer service that meets or exceeds department 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.
• At least 2 years of experience in a customer service environment.

Preferred Qualifications:

• Experience working with live-streaming or 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 videos. Our mission is to inspire creativity and bring joy. Our global headquarters are in Los Angeles and Singapore, with offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at TikTok's core. Our innovative product helps people express themselves, discover, and connect. Our diverse teams create value for communities, inspire creativity, and bring joy. We foster curiosity, humility, and impact, embracing challenges as opportunities to learn and innovate. Join us to create and grow together, with limitless possibilities.

Diversity & Inclusion

TikTok is committed to an inclusive environment where employees are valued for their skills and perspectives. We celebrate diverse voices and aim to reflect the communities we serve. We are passionate about fostering an inclusive workplace and hope you share this commitment.