Responsibilities
About the Team The livestream industry has seen tremendous growth in recent years and has become the next growth driver for TikTok global business. It also brings great joy to users globally and it creates a new channel for our creators to show themselves. 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 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.
Qualifications
Minimum Qualifications: - BA/BS degree or equivalent practical experience. - Proficiency in English & Japanese language is a must, due to coverage of Japanese market and content. Fluent English is also required as it is the working language. - Requires a minimum of 2 years' experience in a customer service environment. Preferred Qualifications: - Working experience in internet/ tech / BPO related organisation - Familiar with office software such as Excel, Word, etc. With data processing experience and other data analysis capabilities are preferred.
Job Information
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.
