TikTok LIVE - Global Customer Service Representative, Chinese Speaking

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

Responsibilities

About the Team

The Livestream Team is committed to creating real-time interactive scenes, As a new form of content, Livestream creates value for all parties in the ecology. Livestream provides users with a unique consumption experience and further generalizes content. It is also a new way of employment to provide more direct fan interaction and deepen relationships with authors; It provides an objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries.

As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators.

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 escalte 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.

Qualifications

Minimum Qualification(s)

• BA/BS degree or equivalent practical experience.
• Proficiency in both English and Chinese is essential, as you will be required to communicate with external customers in Chinese
• Requires a minimum of 2 years' experience in a customer service environment.

Preferred Qualification(s)

• Experience working in technology firms or BPO-related fields
• Experience working for live-streaming or user-generated content platforms is a plus.
• Work 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.