TikTok LIVE - Global Customer Service Representative, French Speaking

TikTok LIVE - Global Customer Service Representative, French Speaking, London

Client:

TikTok

Location:

London, United Kingdom

Job Category:

Customer Service

-

EU work permit required:

Yes

Job Reference:

748e34fc4830

Job Views:

3

Posted:

18.04.2025

Expiry Date:

02.06.2025

Job Description:

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. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. At TikTok, we create together and grow together.

About the Team: The Livestream Team is committed to creating real-time interactive scenes. 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 French community market to help provide effective communication with customers.

Roles & Responsibilities:

1. Manage customer/creator inquiries via the CRM tool, direct contact, or work with other teams.
2. Identify the root causes of escalated issues and provide appropriate resolutions to deliver excellent service.
3. Summarize the Q&A and log in to the knowledge management tool.
4. Promptly escalate critical/high-risk cases to the appropriate authority.
5. Coordinate with other teams/departments to resolve customer issues, follow-up, and ensure close-loop to all escalations.
6. Look for opportunities to identify ongoing issues, eliminate repeat complaints, and reduce escalation rates.
7. Respond to internal and external customer escalations quickly and professionally.
8. Adhere to established procedures and guidelines while providing quality customer service.
9. Support ad-hoc projects and initiatives per business needs.

Minimum Qualifications:

1. BA/BS degree or equivalent practical experience.
2. Proficiency in French is essential.
3. Requires a minimum of 2 years' experience in a customer service environment.

Preferred Qualifications:

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

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.

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Created on 18/04/2025 by TN United Kingdom