TikTok LIVE - Global Customer Service Representative, Portuguese Speaking

TikTok LIVE - Global Customer Service Representative, Portuguese Speaking

Responsibilities

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.

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.

As part of the LIVE Traffic & Ecosystem team, the Customer Service Excellence team provides world-class service and experience for customers and creators. The team seeks an astute Global Customer Service Representative, covering the Portuguese 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.

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.
• Promptly escalate critical/high-risk cases to the appropriate authority.
• Coordinate with other teams/departments to resolve customer issues, follow-up, and ensure 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 Portuguese is essential, as you will be required to communicate with external customers in Portuguese.
• 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.

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.

Seniority level

Associate

Employment type

Full-time

Job function

Other

Industries

Technology, Information and Internet