TikTok LIVE - Global Customer Service Representative, Arabic Speaking

Description

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
- Act as the primary point of contact for Arabic-speaking customers, ensuring smooth communication and excellent service delivery.
- Handle escalations from Arabic-speaking customers across CRM, email, phone, and chat channels, ensuring professionalism and empathy.
- Translate, explain, and clarify complex processes or policies to Arabic-speaking customers to ensure full understanding.
- Document Q&A and solutions in both Arabic and English in the knowledge management tool for global team use.
- Identify and resolve the root causes of escalated issues, with special focus on trends among Arabic-speaking customers.
- Escalate high-risk or urgent cases involving Arabic-speaking customers to the appropriate authority promptly.
- Partner with product, operations, and support teams to address recurring Arabic-language customer concerns and improve service processes.
- Provide linguistic and cultural insights to help the team better serve Arabic-speaking markets.
- Reduce repeat escalations by identifying ongoing issues and proposing process improvements for Arabic-speaking regions.
- Deliver timely, accurate, and culturally sensitive responses to both internal and external escalations.
- Adhere to service guidelines while ensuring accessibility and inclusivity for Arabic-speaking users.
- Support business initiatives and ad-hoc projects, particularly those related to Arabic-language support and regional engagement.

Requirements

Minimum Qualifications:
- BA/BS degree or equivalent practical experience.
- Proficiency in Arabic is essential, as you will be required to communicate with external customers in Arabic
- Requires a minimum of 2 years' experience in a customer service environment.

Preferred Qualifications:
- Experienced working for live-streaming / user-generated content platforms is a plus.
- Works comfortably with Microsoft Word and Excel.