TikTok LIVE - Global Customer Service Representative, Spanish Speaking

TikTok; Greater London; Presencial; GBP 30.000 - 45.000; Jornada completa

Descripción de la vacante

A leading social media company is looking for a Global Customer Service Representative to assist the Spanish community market. Your role will be crucial in managing customer inquiries, resolving issues, and collaborating with different teams to ensure a high quality of service. You must have a BA/BS degree, be fluent in Spanish and English, and have at least 2 years of experience in customer service. Join a dynamic team dedicated to creating innovative solutions and enhancing user experiences.

Formación

• Minimum of 2 years' experience in customer service environment.
• Able to handle escalated customer issues effectively.
• Proficient in Spanish for leading meetings and correspondence.

Responsabilidades

• Manage customer inquiries via CRM and direct contact.
• Identify root causes of escalated issues and provide resolutions.
• Coordinate with teams to resolve customer issues.

Conocimientos

Proficiency in Spanish

Proficiency in English

Customer service experience

Experience with live-streaming platforms

Proficient in Microsoft Word

Proficient in Microsoft Excel

Educación

BA/BS degree or equivalent practical experience

Descripción del empleo

Responsibilities

About the Team

PTE sits under the larger TikTok LIVE's umbrella and we aim to support LIVE's vision to build a safe and trusted platform, and a comfortable and joyful journey for creators and viewers to co-create, explore and connect.

PTE-Service excellence is a service agent team responsible for TikTok LIVE Backstage & App user feedback, TCN & VIP risk control 2nd moderation, internal escalation and Oncall support. The implementation and answer in accordance with the established SOP to ensure accuracy and compliance.

Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users.

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 Spanish 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 escalation 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 Spanish and English is required to collaborate with global partners. These interactions include leading and participating in meetings that are conducted in Spanish as well as corresponding in chat or emails.
• 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.