TikTok Live - Global Customer Service Representative, Bahasa Indonesia Speaking

TikTok

4.5

(6)

Kuala Lumpur, Malaysia

Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
  • #Y6370

    Position summary

    eco 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.

    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 and Bahasa Indo required, due to need to liaise with Bahasa Indo 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.

    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.

    Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.