TikTok LIVE - Global Customer Service Representative, French Speaking

TikTok; London; On-site; GBP 28,000 - 36,000; Full time

Job summary

TikTok is searching for a Global Customer Service Representative, fluent in French, to join their London team. The role involves managing customer inquiries, resolving issues, and ensuring excellent service for the French community market. Ideal candidates will have a BA/BS degree and at least 2 years of experience in customer service, particularly within live-streaming or user-generated content environments.

Qualifications

• Minimum 2 years experience in a customer service environment.
• Proficiency in French is essential.
• Experience with live-streaming/user-generated content platforms is a plus.

Responsibilities

• Manage customer/creator inquiries via CRM tool and contact.
• Identify root causes of escalated issues and provide resolutions.
• Respond quickly to internal and external escalations.

Skills

Problem Solving

Customer Communication

Bilingual (French)

Education

BA/BS degree or equivalent practical experience

Tools

Microsoft Word

Microsoft Excel

Job description

Social network you want to login/join with:

TikTok LIVE - Global Customer Service Representative, French Speaking, London

col-narrow-left

Client:

TikTok

Location:

London, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

748e34fc4830

Job Views:

54

Posted:

24.06.2025

Expiry Date:

08.08.2025

col-wide

Job Description:

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 French 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 French is essential, as you will be required to communicate with external customers in French- 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.