Live Stream Moderator

SERVAUTO SDN. BHD.; Kuala Lumpur; On-site; MYR 17,000 - 28,000; Full time

Job summary

ServAuto is seeking a proactive TikTok Live Moderator to support live selling sessions, manage viewer interactions, and assist with customer inquiries. You will work closely with the Live Host and Live Operator to keep the live room engaging and convert interest into orders.

You will respond promptly, surface key questions, moderate chat, and provide accurate product information and booking steps. Adherence to SOPs, professional communication, and a focus on customer satisfaction are essential

Qualifications

• Strong written communication in Malay; Chinese or English an advantage.
• Attentive, responsive, and comfortable handling multiple comments in a fast-paced live environment.
• Customer-oriented, patient, and professional handling questions or complaints.
• Able to follow SOPs and use approved information.

Responsibilities

• Monitor livestream chat in real time and respond to viewer comments, product questions, and purchase inquiries.
• Assist host by surfacing questions, objections, customer needs, and buying signals.
• Provide accurate product/service details, pricing, promotions, vouchers, warranties, locations, and booking procedures.
• Prompt viewers to click product links, claim vouchers, place orders, or follow the booking process.
• Pin or highlight key comments, links, offers, and calls to action when possible.
• Track recurring questions and relay insights to host and operations.
• Moderate chat by addressing spam and inappropriate content per rules and SOPs.
• Coordinate with host and operator on product focus, stock updates, and issues.
• Escalate complex questions or complaints when necessary and avoid guessing.
• Follow live-room SOPs and maintain professional communication.
• Participate in coaching to improve response accuracy and sales support.

Skills

Live moderation

Customer service

Sales support

Multitasking

Malay language

Tools

TikTok Live

Job description

ServAuto is seeking an attentive, proactive, and sales-oriented TikTok Live Moderator to support live selling sessions, manage viewer interactions, assist with customer inquiries, and maintain a smooth and engaging live-room experience. The moderator works closely with the Live Host and Live Operator to help convert viewer interest into orders or service bookings.

This role is more than monitoring comments. The successful candidate must respond promptly and accurately, surface important questions to the host, support promotional mechanics, moderate inappropriate content, and help ensure customers receive clear information throughout each livestream.

Key Responsibilities

• Monitor the livestream chat in real time and respond to viewer comments, product questions, and purchase-related inquiries.
• Support the host by surfacing relevant questions, common objections, customer needs, and high-intent buying signals.
• Provide accurate information on product or service details, pricing, promotions, vouchers, warranties, locations, and booking procedures using approved references.
• Prompt viewers to click product links, claim eligible vouchers, place orders, or follow the approved booking process.
• Pin or highlight key comments, product links, offers, and calls to action when the platform and live-room workflow allow.
• Track recurring customer questions and relay useful insights to the host and operations team.
• Moderate the chat by addressing spam, inappropriate comments, misleading claims, and disruptive interactions in line with platform rules and internal SOPs.
• Coordinate with the host and live operator on product focus, campaign mechanics, stock or offer updates, and any issues requiring immediate attention.
• Escalate complex or sensitive questions, complaints, booking issues, or requests that cannot be answered confidently instead of guessing.
• Follow live-room SOPs and maintain professional, helpful, and consistent communication throughout each session.
• Participate in coaching and review sessions to improve response accuracy, speed, customer handling, and sales support.

Requirements

• Strong written communication skills and ability to communicate clearly in Malay; Chinese or English is an advantage.
• Attentive, responsive, and comfortable handling multiple comments and inquiries in a fast-paced live environment.
• Customer-oriented, patient, and professional when dealing with questions or complaints.
• Able to follow SOPs, use approved information, and elevate questions outside their knowledge.
• Reliable attendance, punctuality, and willingness to work according to livestream schedules, including shifts when required.
• Comfortable working closely with hosts and operators in a target-driven environment.

Preferred

• Previous TikTok Live moderation, livestream operations, customer service, sales support, or e-commerce experience.
• Familiarity with TikTok Live features, pinned comments, product links, vouchers, and chat moderation.
• Basic automotive product or service knowledge.
• Experience handling customer FAQs, online inquiries, or booking-related questions.