TikTok LIVE - Global Customer Service Representative, Arabic Speaking

TikTok; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join an innovative team dedicated to enhancing user experiences in real-time interactive content. As a Global Customer Service Representative, you will play a crucial role in supporting the Arabic community, ensuring their inquiries are handled with professionalism and efficiency. This role offers a unique opportunity to engage with a vibrant community, resolve complex issues, and contribute to the growth of a leading platform in the digital landscape. Be part of a diverse and inclusive environment that values creativity and innovation, where your contributions can make a significant impact.

Qualifications

• 2+ years of experience in customer service roles.
• 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

Tools

CRM Tools

Microsoft Word

Microsoft Excel

Job description

Responsibilities

About the Team

The Livestream Team is dedicated to creating real-time interactive scenes, a new form of content that generates value within the ecosystem. Livestream offers users a unique consumption experience and broadens content dissemination. It also provides a new employment avenue through direct fan interaction and deeper relationships with creators. Additionally, it offers revenue opportunities for the platform and promotes content exclusivity, serving as a 'new infrastructure' to expand ecological boundaries.

We aim to 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 delivers world-class service to customers and creators. We are seeking an astute Global Customer Service Representative to serve the Arabic community market, facilitating effective communication, understanding, and resolution of customer issues in a friendly and professional manner. The ideal candidate will have a proven track record of resolving complex customer requests promptly.

Roles & Responsibilities

1. Manage customer/creator inquiries via CRM tools, direct contact, or collaboration with other teams.
2. Identify root causes of escalated issues and provide appropriate resolutions, documenting Q&A in the knowledge management system.
3. Escalate critical/high-risk cases promptly to the appropriate authority.
4. Coordinate with other teams/departments to resolve issues, follow up, and ensure closure of escalations.
5. Identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to improve customer experience.
6. Respond to escalations quickly, proficiently, and professionally, meeting quality standards.
7. Follow established procedures and guidelines to provide high-quality customer service.
8. Support ad-hoc projects and initiatives as needed.

Qualifications

Minimum Qualifications:

• BA/BS degree or equivalent practical experience.
• Proficiency in Arabic, required 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.
• Proficiency with Microsoft Word and Excel.

About TikTok

TikTok is the leading platform for short-form mobile videos. Our mission is to inspire creativity and bring joy. With headquarters in Los Angeles and Singapore, we also have offices worldwide, including New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

At TikTok, we value creativity, innovation, and diversity. Our mission is to inspire and bring joy through our platform. We foster a culture of curiosity, humility, and impact, encouraging continuous learning and innovation. Join us to be part of a global community that creates limitless possibilities.

Diversity & Inclusion

TikTok is committed to creating an inclusive environment where all employees are valued for their skills and perspectives. We celebrate diversity and aim to reflect the communities we serve, fostering an environment where everyone can thrive.