Live Stream Support Pro for Creators

TikTok; Kampung Malaysia Tambahan; On-site; MYR 42,000 - 76,000; Full time

Job summary

TikTok is hiring for a Service Excellence role within the LIVE Platform Trust and Experience team in Kuala Lumpur. You will handle customer and creator inquiries, diagnose root causes of issues, and document Q&As for the knowledge base.

You will escalate critical cases and collaborate with multiple teams to ensure timely resolution and improved experience. The role requires bilingual English and Bahasa Malay, at least 2 years in a customer service environment, and a BA/BS degree or equivalent.

Qualifications

• BA/BS degree or equivalent practical experience.
• Proficiency in English and Bahasa Malay required, due to the need to liaise with Bahasa Malay-speaking customers.
• Requires a minimum of 2 years' experience in a customer service environment.

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 elevate 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.

Skills

English proficiency

Bahasa Malay proficiency

Customer service experience

Education

BA/BS degree or equivalent

Tools

Microsoft Word

Microsoft Excel

Job description

TikTok is hiring for a Service Excellence role within the LIVE Platform Trust and Experience team in Kuala Lumpur. You will handle customer and creator inquiries, diagnose root causes of issues, and document Q&As for the knowledge base.

You will escalate critical cases and collaborate with multiple teams to ensure timely resolution and improved experience. The role requires bilingual English and Bahasa Malay, at least 2 years in a customer service environment, and a BA/BS degree or equivalent.