TikTok Live - Global Customer Service Representative, Bahasa Malay Speaking

Description

About the Team
TikTok Treco has had tremendous growth in recent years and has become a highly demanded space amongst leading Internet companies, and the future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform for LIVE streaming and a better experience for our users.

We want passionate and talented people to join our product and operations team. Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users.

As part of the LIVE Traffic & Ecosystem team, the Customer Service Experience team provides world-class service and experience for customers and creators. The team seeks an astute Global Customer Service Representative, covering the Indonesian community market to help provide effective communication with customers, and can understand and solve their problems, in a friendly and professional manner. The successful applicant will come with a track record of resolving complex customer requests and providing assistance promptly.

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 escalate 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.

Requirements

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

Preferred Qualifications:
- Demonstrates effective, clear, professional written and oral communication with team members and customers.
- Experienced working for live-streaming / user-generated content platforms is a plus.
- Works comfortably with Microsoft Word and Excel.