At a Glance
- Tasks: Enhance customer service quality and effectiveness for TikTok LIVE interactions.
- Company: Join TikTok, a leading platform for creativity and joy.
- Benefits: Competitive salary, diverse team, and opportunities for growth.
- Other info: Dynamic environment with a focus on innovation and collaboration.
- Why this job: Make a real impact in the fast-growing livestream industry.
- Qualifications: Bachelor’s degree, 3 years in customer service evaluation, and strong communication skills.
The predicted salary is between 36000 - 60000 £ per year.
Overview
The livestream industry has seen tremendous growth in recent years and has become the next growth driver for TikTok global business. It also brings great joy to users globally and it creates a new channel for our creators to show themselves.
TikTok LIVE is seeking 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. TikTok LIVE is seeking a dedicated and proactive Customer Service Analyst to join our Service Excellence team. In this vital role, you will be responsible for assessing and enhancing the quality and effectiveness of customer service interactions.
Responsibilities
- Conduct transaction monitoring to analyze customer service content to evaluate the success of interactions. Assess customer service representatives\' adherence to protocols, professionalism, accuracy, and problem-solving abilities.
- Establish and maintain a comprehensive knowledge management system to capture, organize, and disseminate relevant information. Identify gaps in knowledge resources and work with cross-functional teams to develop training materials, FAQs, and other resources for customer service representatives.
- Implement related measures to assess the effectiveness of customer service interactions. Define evaluation criteria, scorecards, and performance metrics. Regularly evaluate customer service representatives\' performance and provide actionable feedback to enhance their skills and improve customer satisfaction.
- Collaborate with training and development teams to identify areas for improvement based on evaluation findings. Contribute to the development of training programs, workshops, and coaching sessions to address performance gaps and enhance customer service representatives\' capabilities.
- Identify opportunities to streamline processes, improve efficiency, and enhance the overall quality of customer service interactions. Collaborate with cross-functional teams to implement process changes, develop best practices, and monitor their effectiveness.
- Stay informed about emerging trends, technologies, and best practices in customer service. Research and implement innovative tools and approaches to optimize knowledge management and related CS processes.
- Maintain accurate documentation of quality evaluation results, training materials, and knowledge resources. Generate regular reports on key performance indicators, trends, and improvement initiatives. Present findings and recommendations to management for informed decision-making.
Qualifications
Minimum Qualifications:- Bachelor’s degree or above, livestream product user; with at least 3 years experience auditing and leading performance of CS agents
- Proficiency in English as a working language and any other EU language is required, as there would be a need to liaise with stakeholders across EU;
- Proven experience in evaluating customer service experience, preferably in a customer service or contact center or BPO environment;
- Possesses strong learning ability, cross-department communication and collaboration skills;
- Familiar with office software such as Excel, Word, etc. With data processing experience and other data analysis capabilities are preferred;
- Good communication and listening skills, able to abstract problems and find solutions proactively. Ability to provide constructive feedback and effectively coach individuals.
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok\'s mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We\'re resilient and embrace challenges as they come. By constantly iterating and fostering an \"Always Day 1\" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
Seniority level
- Not Applicable
Employment type
- Full-time
Job function
- Other
Industries
- Entertainment Providers
Global Customer Service Quality Analyst - Service Excellence TikTok LIVE in London employer: TikTok
At TikTok, we pride ourselves on being an exceptional employer that fosters a culture of creativity, collaboration, and continuous growth. As a Global Customer Service Quality Analyst, you will be part of a dynamic team dedicated to enhancing customer interactions in the rapidly evolving livestream industry. With a commitment to diversity and inclusion, we offer robust training programs, opportunities for professional development, and a supportive environment where every employee's voice is valued, making it an exciting place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Global Customer Service Quality Analyst - Service Excellence TikTok LIVE in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TikTok. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TikTok before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Global Customer Service Quality Analyst - Service Excellence TikTok LIVE in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TikTok:Your cover letter is your chance to shine! Tell us why you want to work at TikTok specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TikTok!
How to prepare for a job interview at TikTok
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
