TikTok LIVE - Global Customer Service Representative, German Speaking

TN United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job description

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

Client: TikTok

Location: London, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 9b0e54e448a3

Job Views: 3

Posted: 18.04.2025

Expiry Date: 02.06.2025

Job Description:

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us: Creation 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 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:

1. Manage customer/creator inquiries via the CRM tool, direct contact, or work with other teams.
2. 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.
3. Promptly escalate critical/high-risk cases to the appropriate authority.
4. Coordinate with other teams/departments to resolve customer issues, follow-up, and ensure close-loop to all escalations.
5. Look for opportunities to identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience.
6. Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
7. Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
8. Support ad-hoc projects and initiatives per business needs.

Minimum Qualifications:

1. BA/BS degree or equivalent practical experience.
2. Proficiency in German is essential, as you will be required to communicate with external customers in Germany.
3. Requires a minimum of 2 years' experience in a customer service environment.

Preferred Qualifications:

1. Experienced working for live-streaming/user-generated content platforms is a plus.
2. Works comfortably with Microsoft Word and Excel.