At a Glance
- Tasks: Assist customers and creators with inquiries, ensuring excellent service and problem resolution.
- Company: Join TikTok, a leading platform for creativity and joy.
- Benefits: Competitive salary, diverse team, and opportunities for growth in a dynamic environment.
- Other info: Embrace challenges and grow in a supportive, inclusive workplace.
- Why this job: Be part of an innovative team shaping the future of live streaming and customer engagement.
- Qualifications: Fluent in German with 2+ years in customer service; experience in live-streaming is a plus.
The predicted salary is between 30000 - 42000 € per year.
Overview
TikTok LIVE - Global Customer Service Representative, German Speaking
Responsibilities
Responsibilities
About the Team
The Livestream Team is committed to creating real-time interactive scenes. As a new form of content, Livestream creates value for all parties in the ecology. Livestream provides users with a unique consumption experience and further generalizes content. It is also a new way of employment to provide more direct fan interaction and deepen relationships with authors; It provides an objective revenue to the platform and promotes content exclusivity. It also serves as a \"new infrastructure\" for expanding ecological boundaries.
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 Excellence team provides world-class service and experience for customers and creators. The team seeks an astute Global Customer Service Representative, covering the German 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 German is essential, as you will be required to communicate with external customers in German
- Requires a minimum of 2 years\' experience in a customer service environment.
Preferred Qualifications:
- Experienced working for live-streaming / user-generated content platforms is a plus.
- Works comfortably with Microsoft Word and Excel.
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.
Global Customer Service Representative - TikTok LIVE - German Speaking in City of London employer: TikTok
At TikTok, we pride ourselves on being an exceptional employer that fosters creativity and innovation within a vibrant work culture. As a Global Customer Service Representative for the German-speaking community, you will be part of a dynamic team dedicated to providing world-class service while enjoying opportunities for personal and professional growth in a diverse and inclusive environment. With our commitment to employee development and a mission that inspires joy and creativity, TikTok offers a unique workplace where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Global Customer Service Representative - TikTok LIVE - German Speaking in City of London
✨Tip Number 1
Get to know TikTok's culture and values before your interview. This way, you can show how your personal style aligns with their mission of inspiring creativity and bringing joy. Plus, it’ll help you stand out as someone who genuinely cares about the company!
✨Tip Number 2
Practice your German communication skills! Since you'll be dealing with the German community, being fluent and confident in your language will make a huge difference. Try role-playing customer scenarios with friends or using language apps to sharpen your skills.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of examples from your past experiences where you resolved complex customer issues. This will demonstrate your ability to handle escalations effectively, which is key for the Global Customer Service Representative role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Good luck!
We think you need these skills to ace Global Customer Service Representative - TikTok LIVE - German Speaking in City of London
Some tips for your application 🫡
Show Off Your Language Skills:Since this role requires proficiency in German, make sure to highlight your language skills right at the start. We want to see how you can communicate effectively with our German-speaking customers!
Tailor Your Experience:When detailing your previous customer service experience, focus on roles where you resolved complex issues. We love seeing examples of how you've gone above and beyond to help customers, so don’t hold back!
Be Professional Yet Friendly:In your application, reflect the friendly and professional tone we value at StudySmarter. Use a conversational style that shows you’re approachable and ready to engage with our community.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with TikTok LIVE!
How to prepare for a job interview at TikTok
✨Know Your Stuff
Before the interview, make sure you understand TikTok's mission and how the Global Customer Service Representative role fits into it. Familiarise yourself with the platform, especially its live-streaming features, as this will show your genuine interest and help you answer questions more effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved complex customer issues. Highlight your ability to identify root causes and provide effective solutions, as this is crucial for the role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Practice Your German
Since proficiency in German is essential, practice speaking and writing in German before the interview. You might be asked to demonstrate your language skills, so be ready to engage in a conversation or answer questions in German to showcase your fluency.
✨Be Ready for Teamwork Questions
The role involves coordinating with other teams, so expect questions about teamwork and collaboration. Think of instances where you've worked with others to resolve customer issues or improve processes. Emphasise your communication skills and how you can contribute to a positive team environment.
