TikTok LIVE - Global Customer Service Representative, Thai Speaking
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
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.
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Position summary
endly and professional manner. The successful applicant will come with a track record of resolving complex customer requests and providing assistance promptly.
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 Thai and English is required to collaborate with global partners. These interactions include leading and participating in meetings that are conducted in Thai as well as corresponding in chat or emails.
- 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.
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
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.