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TikTok LIVE - Global Customer Service Representative, German Speaking

TikTok

London

On-site

GBP 30,000 - 40,000

Full time

4 days ago

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Job summary

TikTok is seeking a Global Customer Service Representative to join their LIVE Traffic & Ecosystem team in London. The role requires proficiency in German and previous customer service experience to manage inquiries and resolve issues, ensuring excellent service for users in the German community market.

Qualifications

Minimum 2 years' experience in customer service environment.
Proficiency in German essential for communication with customers.

Responsibilities

Manage customer/creator inquiries via CRM and direct contact.
Identify and provide solutions to escalated issues.

Skills

Problem Solving

Communication

Customer Service

Education

BA/BS degree or equivalent experience

Tools

CRM tool proficiency

Microsoft Word

Microsoft Excel

TikTok LIVE - Global Customer Service Representative, German Speaking

2 weeks ago Be among the first 25 applicants

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. 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 German 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.

Qualifications
Minimum Qualifications:
- BA/BS degree or equivalent practical experience.
- Proficiency in German is essential, as you will be required to communicate with external customers in German
- 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.

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.

Seniority level

Seniority level
Associate

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Technology, Information and Internet

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