TikTok Live - Global Customer Service Representative, Japanese Speaking

TikTok Live - Global Customer Service Representative, Japanese Speaking

About TikTok

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, with offices in New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive, and together, we inspire creativity and bring joy. Every challenge is an opportunity to learn, innovate, and grow as one team.

About the Team

The livestream industry has seen tremendous growth and has become a key driver for TikTok's global business. It brings joy to users worldwide and creates new channels for our creators.

Roles & Responsibilities

• Manage customer/creator inquiries via the CRM tool, direct contact, or work with other teams.
• Identify root causes of escalated issues and provide appropriate resolutions.
• Summarize 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 ensure closure of all escalations.
• Identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance the operating process.
• Respond to internal and external customer escalations quickly and professionally while meeting quality expectations.
• Adhere to established procedures and guidelines 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 and Japanese due to coverage of the Japanese market.
• Minimum of 2 years' experience in a customer service environment.

Preferred Qualifications:

• Experience in internet/tech/BPO-related organizations.
• Familiarity with office software such as Excel and Word.
• Data processing experience and other data analysis capabilities are preferred.

TikTok is committed to creating an inclusive space where employees are valued for their skills and unique perspectives. We celebrate our diverse voices and create an environment that reflects the communities we reach.