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- Tasks: Assist customers and creators with inquiries, ensuring excellent 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 diverse team culture.
- Why this job: Be part of a mission-driven team that values creativity, innovation, and community engagement.
- Qualifications: Must be fluent in Portuguese and have 2+ years in customer service; experience in live-streaming is a plus.
- Other info: This is an entry-level, full-time position with opportunities to work on exciting projects.
The predicted salary is between 30000 - 42000 £ per year.
TikTok LIVE – Global Customer Service Representative, Portuguese Speaking
Join to apply for the TikTok LIVE – Global Customer Service Representative, Portuguese Speaking role at TikTok
TikTok LIVE – Global Customer Service Representative, Portuguese Speaking
Join to apply for the TikTok LIVE – Global Customer Service Representative, Portuguese Speaking role at TikTok
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 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.
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 Portuguese is essential, as you will be required to communicate with external customers in Portuguese
- 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.
Job Information
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.
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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
Familiarise yourself with TikTok's platform and its features, especially the live-streaming aspect. Understanding how creators interact with their audience will help you relate better to customer inquiries.
✨Tip Number 2
Brush up on your problem-solving skills. Since you'll be dealing with escalated issues, being able to think critically and provide solutions quickly will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of TikTok, especially those in customer service roles. They can provide insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 4
Stay updated on trends within the live-streaming community and customer service best practices. Showing that you're knowledgeable about the industry can demonstrate your passion and commitment to the role.
We think you need these skills to ace TikTok LIVE - Global Customer Service Representative, Portuguese Speaking
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in live-streaming or user-generated content platforms. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your proficiency in Portuguese. Mention specific examples of how you've resolved complex customer issues in the past.
Showcase Relevant Skills: In your application, emphasise skills that align with the responsibilities listed, such as problem-solving, communication, and teamwork. Highlight any experience with CRM tools or Microsoft Office.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at TikTok
✨Showcase Your Language Skills
Since this role requires proficiency in Portuguese, make sure to demonstrate your language skills during the interview. Practice common customer service scenarios in Portuguese to show your fluency and ability to communicate effectively with customers.
✨Familiarise Yourself with TikTok LIVE
Research TikTok LIVE and understand its features and user engagement strategies. Being knowledgeable about the platform will help you answer questions confidently and show your genuine interest in the role.
✨Prepare for Customer Scenarios
Think of examples from your past experience where you 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
Highlight your ability to work collaboratively with other teams. Since the role involves coordinating with different departments, share examples of how you've effectively communicated and worked with others to resolve customer issues in the past.