TikTok LIVE - Global Customer Service Representative, French Speaking

Overview

Responsibilities: The Livestream Team focuses on real-time interactive scenes and a secure, intuitive live traffic and ecosystem for users. The Global Customer Service Representative provides excellent communication with customers, primarily for the French community market, and resolves complex customer requests promptly and professionally.

Responsibilities

• Manage customer/creator inquiries via the CRM tool, direct contact, or collaboration with other teams.
• Identify root causes of escalated issues and provide appropriate resolutions; summarize Q&A and log in 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 ensure closure of all escalations.
• Identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to improve operating processes and customer experience.
• Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting quality expectations.
• Adhere to established procedures and guidelines while delivering high-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 French is essential for communicating with external customers in French.
• Minimum of 2 years\’ experience in a customer service environment.

Preferred Qualifications:

• Experience working for live-streaming / user-generated content platforms is a plus.
• Proficiency with Microsoft Word and Excel.

About TikTok

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok\’s global headquarters are in Los Angeles and Singapore, with offices in New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok\’s mission. Our product enables authentic self-expression, discovery, and connection. Our diverse, global teams create value for communities, inspire creativity, and bring joy. We value curiosity, humility, impact, resilience, and continuous learning in a fast-growing tech environment.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. We celebrate diverse voices and aim to reflect the many communities we reach.