TikTok LIVE - Global Customer Service Representative, Arabic Speaking

TN United Kingdom; London; On-site; GBP 25,000 - 40,000; Full time

Job summary

An innovative global company seeks a Global Customer Service Representative to join their dynamic Livestream Team. This role involves engaging with the Arabic community, resolving complex customer inquiries, and enhancing the overall customer experience. The ideal candidate will have a strong background in customer service, a knack for problem-solving, and fluency in Arabic. You'll be part of a collaborative team dedicated to delivering world-class service and driving impact for users. If you're passionate about customer satisfaction and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in customer service environment.
• Proficiency in Arabic is essential for communication.

Responsibilities

• Manage customer inquiries via CRM tools and direct contact.
• Identify root causes of issues and provide resolutions.

Skills

Customer Service

Problem Solving

Communication

Arabic Proficiency

Education

BA/BS degree or equivalent practical experience

Tools

CRM tools

Microsoft Word

Microsoft Excel

Job description

Social network you want to login/join with:

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Client:

TikTok

Location:

London, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

61b4d736df32

Job Views:

12

Posted:

01.05.2025

Expiry Date:

15.06.2025

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Job Description:

About TikTokTikTok 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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join UsCreation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us. About the TeamThe 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 authors; It provides an 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 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.

Minimum Qualifications: - BA/BS degree or equivalent practical experience.- Proficiency in Arabic is essential, as you will be required to communicate with external customers in Arabic- Requires a minimum of 2 years' experience in a customer service environment. Preferred Qualifications:- Experienced working for live-streaming / user-generated content platforms is a plus.- Works comfortably with Microsoft Word and Excel.