Bilingual Chinese Live Support Specialist

TikTok; Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Job summary

TikTok is seeking a Customer Service professional in Kuala Lumpur to support live-streaming creators and customers. You will manage inquiries through CRM, identify root causes of issues, and coordinate with multiple teams to deliver fast resolutions and uphold service quality.

You will be expected to escalate high-risk cases promptly, follow procedures, and contribute to process improvements while assisting with ad-hoc projects as needed.

Qualifications

• BA/BS degree or equivalent practical experience.
• Proficiency in both English and Chinese is essential.
• Requires a minimum of 2 years' experience in a customer service environment.
• Experience in technology firms or BPO-related fields is preferred.
• Experience working for live-streaming or user-generated content platforms is a plus.
• Proficient with Microsoft Word and Excel.

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 escalte critical/high-risk cases to the appropriate authority.
• Coordinate with other teams/departments to resolve customer issues, follow-up, and close escalations.
• Look for opportunities to identify ongoing issues, reduce escalation rates, and improve customer experience.
• Respond to internal and external escalations quickly, proficiently, and professionally while meeting quality expectations.
• Adhere to established procedures to meet department standards.
• Support ad-hoc projects and initiatives per business needs.

Skills

Bilingual English/Chinese

CRM exposure

MS Word

MS Excel

Education

BA/BS degree or equivalent

Tools

CRM tools

Job description

TikTok is seeking a Customer Service professional in Kuala Lumpur to support live-streaming creators and customers. You will manage inquiries through CRM, identify root causes of issues, and coordinate with multiple teams to deliver fast resolutions and uphold service quality.

You will be expected to escalate high-risk cases promptly, follow procedures, and contribute to process improvements while assisting with ad-hoc projects as needed.