At a Glance
- Tasks: Support TikTok LIVE by resolving customer inquiries and enhancing user experience.
- Company: Join the dynamic team at TikTok, a leader in short-form mobile video.
- Benefits: Be part of a creative culture with opportunities for growth and innovation.
- Other info: Diverse and inclusive workplace that values creativity and collaboration.
- Why this job: Make a real impact by helping creators and users connect joyfully.
- Qualifications: 2+ years in customer service, fluent in German, and problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
About the Team
PTE sits under the larger TikTok LIVE's umbrella and we aim to support LIVE's vision to build a safe and trusted platform, and a comfortable and joyful journey for creators and viewers to co-create, explore and connect. PTE-Service excellence is a service agent team responsible for TikTok LIVE Backstage & App user feedback, TCN & VIP risk control 2nd moderation, internal escalation and Oncall support. The implementation and answer in accordance with the established SOP to ensure accuracy and compliance. Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users.
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.
- 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
- Minimum 2 years of recent, hands-on experience in a customer service or support role that includes direct, external interaction with German-speaking users or creators, preferably within the digital content, livestreaming, or tech platform space.
- Proven ability to manage market-specific user inquiries in German, with ownership of end-to-end resolution — from troubleshooting to escalation — in a customer-facing capacity.
- High proficiency in written and oral communication in German, as required to liaise and work within German markets.
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 London employer: TikTok
At TikTok, we pride ourselves on being an exceptional employer that fosters creativity and innovation within a diverse and inclusive work environment. As a Global Customer Service Representative, you will have the opportunity to engage with the vibrant German-speaking community, while benefiting from our commitment to employee growth, continuous learning, and a supportive culture that values every voice. Join us in shaping a joyful experience for creators and viewers alike, where your contributions truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Global Customer Service Representative - TikTok LIVE - German Speaking in London
✨Tip Number 1
Get to know TikTok LIVE inside out! Familiarise yourself with their services and the common issues users face. This way, when you get that interview, you can show off your knowledge and impress them with your understanding of their platform.
✨Tip Number 2
Practice your German communication skills! Since this role is all about connecting with the German community, make sure you're comfortable speaking and writing in German. Try role-playing customer scenarios with a friend to sharpen your problem-solving skills.
✨Tip Number 3
Network like a pro! Connect with current or former TikTok employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role in customer service. You never know who might help you get your foot in the door!
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows you're serious about joining the team and gives us a chance to see your enthusiasm right from the start. Don't miss out on this opportunity!
We think you need these skills to ace Global Customer Service Representative - TikTok LIVE - German Speaking in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Global Customer Service Representative role. Highlight your experience in customer service, especially with German-speaking users, and show how you can contribute to TikTok LIVE's mission.
Show Off Your Communication Skills:Since this role requires high proficiency in both written and oral German, don’t forget to showcase your language skills. Use clear and professional language in your application to demonstrate your ability to communicate effectively.
Highlight Relevant Experience:If you've worked in live-streaming or tech platforms before, make sure to mention it! We want to see your track record of resolving complex customer requests and how you’ve contributed to enhancing customer experiences.
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 the role. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at TikTok
✨Know Your Stuff
Before the interview, make sure you understand TikTok's mission and values. Familiarise yourself with their customer service approach, especially in relation to the German-speaking community. This will show that you're genuinely interested and prepared.
✨Showcase Your Experience
Be ready to discuss your previous customer service roles, particularly any experience with live-streaming or tech platforms. Prepare specific examples of how you've resolved complex issues and improved customer satisfaction, as this aligns perfectly with the role.
✨Practice Your German
Since this role requires high proficiency in German, practice speaking and writing in the language before your interview. You might be asked to demonstrate your communication skills, so being fluent and confident will give you an edge.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, challenges they face, and how success is measured in the role. This not only shows your interest but also helps you gauge if the company culture aligns with your values.
