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- Tasks: Manage customer inquiries and resolve issues for the Portuguese community on TikTok LIVE.
- Company: Join TikTok, a leading platform for creativity and connection.
- Benefits: Competitive salary, diverse team, and opportunities for growth in a dynamic environment.
- Why this job: Be part of a mission to inspire creativity and enhance user experiences.
- Qualifications: Fluent in Portuguese and English with 2+ years in customer service.
- Other info: Work in a vibrant, inclusive culture that values your unique perspective.
The predicted salary is between 24000 - 36000 £ per year.
About the Team: PTE sits under the larger TikTok LIVE umbrella. 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. 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 Portuguese 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.
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 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.
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Proficiency in Portuguese and English is required to collaborate with global partners.
- 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.
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.
TikTok LIVE - Global Customer Service Representative, Portuguese 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, Portuguese Speaking
✨Tip Number 1
Get to know TikTok's vibe! Before your interview, spend some time on the platform. Understand the trends, the community, and what makes it tick. This will help you connect with the team and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your Portuguese! Since this role is all about communicating effectively with the Portuguese community, brush up on your language skills. Try role-playing common customer service scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you resolved complex customer issues. Be ready to share these stories during your interview to demonstrate your ability to handle challenges.
✨Tip Number 4
Apply through our website! We want to see your application come through our official channels. It helps us keep track of candidates and ensures you get the best chance at landing that interview. Don’t miss out!
We think you need these skills to ace TikTok LIVE - Global Customer Service Representative, Portuguese Speaking
Some tips for your application 🫡
Show Your Passion for Customer Service: When you're writing your application, let your enthusiasm for helping others shine through. We want to see how you can bring joy and support to our TikTok community, so share any relevant experiences that highlight your customer service skills.
Tailor Your Application: Make sure to customise your application to fit the role. Highlight your experience in customer service, especially if you've worked with live-streaming or user-generated content platforms. We love seeing how your background aligns with our mission!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and structure your thoughts well. This will help us understand your qualifications quickly and easily, making it easier for us to see why you'd be a great fit for the team.
Apply Through Our Website: Don't forget to submit your application through our official website! This ensures that we receive all your details correctly and helps us keep track of your application. Plus, it shows you're serious about joining our awesome 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 LIVE platform. This will help you align your answers with what they’re looking for.
✨Showcase Your Language Skills
Since this role requires proficiency in Portuguese and English, be prepared to demonstrate your language skills during the interview. You might be asked to switch between languages or answer questions in both, so practice beforehand!
✨Prepare Real-Life Examples
Think of specific instances where you've successfully resolved complex customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will show your problem-solving skills and ability to handle escalations effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing projects, or how they measure success in customer service. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
