Bilingual Live-Streaming Support Specialist

TikTok; Kuala Lumpur; On-site; MYR 42,000 - 64,000; Full time

Job summary

TikTok is seeking a Customer Support specialist for the Livestream Service Excellence team in Kuala Lumpur. You will manage customer and creator inquiries via CRM, identify root causes, and coordinate with cross-functional teams to resolve issues, ensuring a high-quality experience for users and creators.

The role requires a BA/BS or equivalent, at least 2 years in customer service, and fluency in English and Chinese. Experience in tech/BPO and MS Word/Excel is a plus.

Qualifications

• BA/BS degree or equivalent practical experience.
• Fluent in English and Chinese for customer interactions.
• At least 2 years in a customer service environment.

Responsibilities

• Manage customer/creator inquiries via the CRM tool, direct contact, or collaborate with other teams.
• Identify root causes of escalated issues and provide resolutions, log Q&A in knowledge base.
• Promptly elevate critical/high-risk cases to the appropriate authority.
• Coordinate with other teams to resolve issues, follow-up, and close escalations.

Skills

English-Chinese bilingual

Customer service experience

CRM experience

Education

BA/BS degree or equivalent practical experience

Tools

Microsoft Word

Microsoft Excel

Job description

TikTok is seeking a Customer Support specialist for the Livestream Service Excellence team in Kuala Lumpur. You will manage customer and creator inquiries via CRM, identify root causes, and coordinate with cross-functional teams to resolve issues, ensuring a high-quality experience for users and creators.

The role requires a BA/BS or equivalent, at least 2 years in customer service, and fluency in English and Chinese. Experience in tech/BPO and MS Word/Excel is a plus.