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- Tasks: Assist customers and creators with inquiries, ensuring top-notch service and problem resolution.
- Company: Join TikTok, the leading platform for short-form mobile video, inspiring creativity worldwide.
- Benefits: Enjoy a dynamic work environment, opportunities for growth, and a chance to make an impact.
- Why this job: Be part of a vibrant team that values creativity, diversity, and innovation in a fast-paced tech setting.
- Qualifications: Fluent in French with 2+ years in customer service; experience in live-streaming is a bonus.
- Other info: Work full-time in London and embrace challenges with a supportive, inclusive team.
The predicted salary is between 36000 - 60000 £ per year.
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, providing users with a unique consumption experience and further generalizing content. It also serves as a new way of employment to provide more direct fan interaction and deepen relationships with authors, promoting content exclusivity.
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 French community market to help provide effective communication with customers and solve their problems in a friendly and professional manner. The successful applicant will have 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 ensure closure 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 French is essential, as you will be required to communicate with external customers in French.
- Requires a minimum of 2 years' experience in a customer service environment.
Preferred Qualifications:
- Experience working for live-streaming/user-generated content platforms is a plus.
- Works comfortably with Microsoft Word and Excel.
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. We are passionate about celebrating our diverse voices and creating an environment that reflects the many communities we reach.
TikTok LIVE - Global Customer Service Representative, French Speaking employer: TikTok
Contact Detail:
TikTok Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land TikTok LIVE - Global Customer Service Representative, French Speaking
✨Tip Number 1
Familiarise yourself with TikTok's platform and its unique features, especially the livestreaming aspect. Understanding how users interact during live sessions will help you relate better to customer inquiries.
✨Tip Number 2
Brush up on your French language skills, particularly in a customer service context. Being able to communicate fluently and professionally in French will set you apart from other candidates.
✨Tip Number 3
Gain insights into common customer service challenges faced in the livestreaming industry. This knowledge will enable you to propose effective solutions during interviews and demonstrate your proactive approach.
✨Tip Number 4
Network with current or former employees of TikTok, especially those in customer service roles. They can provide valuable insights about the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace TikTok LIVE - Global Customer Service Representative, French Speaking
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles that involved live-streaming or user-generated content. Emphasise your proficiency in French and any specific achievements in resolving customer issues.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the TikTok platform. Mention how your skills align with the responsibilities outlined in the job description, particularly your ability to manage inquiries and resolve escalated issues.
Showcase Problem-Solving Skills: Provide examples in your application of how you've successfully resolved complex customer requests in the past. Highlight your analytical skills and your approach to identifying root causes of issues, as this is crucial for the role.
Highlight Team Collaboration: Since the role involves coordinating with other teams, mention any experiences where you worked collaboratively to solve problems or improve processes. This will demonstrate your ability to work effectively within a team environment.
How to prepare for a job interview at TikTok
✨Showcase Your Language Skills
Since this role requires proficiency in French, be prepared to demonstrate your language skills during the interview. You might be asked to respond to questions or even role-play customer interactions in French, so practice speaking clearly and confidently.
✨Understand the Livestream Ecosystem
Familiarise yourself with TikTok's livestream features and how they enhance user experience. Being knowledgeable about the platform will help you answer questions more effectively and show your genuine interest in the role.
✨Prepare for Customer Scenarios
Think of examples from your past experiences where you've successfully resolved complex customer issues. Be ready to discuss these scenarios, focusing on your problem-solving skills and how you maintained professionalism under pressure.
✨Emphasise Team Collaboration
This role involves coordinating with various teams to resolve customer issues. Highlight your teamwork experiences and how you’ve effectively communicated with colleagues to achieve common goals, as this will resonate well with the interviewers.
