TikTok LIVE - Global Customer Service Representative, Chinese Speaking
Core
Manage customer and creator inquiries, resolve escalated issues, and improve the live-streaming platform's operating processes.
Role type
Senior Customer Service Representative (Live Streaming)
Builds
Real-time interactive live-streaming content and user consumption experiences
Domain
Live streaming / User-generated content platforms
Deliverable
client delivery
Required skills
CRM tool management, root cause analysis, escalation handling, cross-functional coordination, process improvement, quality assurance
Preferred skills
Technology firm experience, BPO experience, live-streaming platform experience, Microsoft Word/Excel proficiency
Responsibilities
Manage customer/creator inquiries via CRM, direct contact, or other teams; Identify root causes of escalated issues and provide resolutions; Summarize Q&A and log into knowledge management tools; Promptly escalate critical/high-risk cases; Coordinate with teams to resolve issues and ensure close-loop; Identify ongoing issues to reduce escalation rates; Respond to escalations quickly and professionally; Adhere to procedures and guidelines; Support ad-hoc projects.
Seniority
Mid-level, hands-on IC