Global Customer Service Representative - TikTok LIVE - German Speaking
Core
Resolve complex customer and creator inquiries for TikTok LIVE's German-speaking market, ensuring platform safety and user satisfaction.
Role type
Senior Customer Service Representative (German-speaking)
Builds
Safe and trusted live streaming ecosystem for creators and viewers
Domain
Social media / Live streaming / Digital content
Deliverable
client delivery
Required skills
German language proficiency, complex issue resolution, CRM tool management, escalation handling, cross-team coordination, process improvement, knowledge management, adherence to SOPs
Preferred skills
Experience in live-streaming or user-generated content platforms, Microsoft Office (Word, Excel)
Responsibilities
Manage customer/creator inquiries via CRM and direct contact; Identify root causes of escalated issues and provide resolutions; Summarize Q&A and log into knowledge management tools; Escalate critical/high-risk cases to appropriate authorities; Coordinate with other teams to resolve issues and ensure close-loop; Identify ongoing issues to reduce escalation rates; Respond to internal and external escalations professionally; Support ad-hoc projects.
Seniority
Mid-level, hands-on IC
