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- Tasks: Assist TikTok LIVE users by resolving inquiries and enhancing their experience.
- Company: Join the dynamic team at TikTok, a leader in short-form video content.
- Benefits: Full-time role with opportunities for growth in a vibrant tech environment.
- Why this job: Be part of a mission to inspire creativity and connect communities globally.
- Qualifications: Fluent in Russian and English, with 2+ years in customer service.
- Other info: Diverse and inclusive workplace that values your unique perspective.
The predicted salary is between 30000 - 42000 £ 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 Russian 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 elevate 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.
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Proficiency in Russian and English is required to collaborate with global partners. These interactions include leading and participating in meetings that are conducted in Russian as well as corresponding in chat or emails.
- 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.
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.
Job Details
- Seniority level: Not Applicable
- Employment type: Full-time
- Job function: Other
- Industries: Technology, Information and Internet
Referrals increase your chances of interviewing at TikTok by 2x. Get notified about new Customer Service Representative jobs in London, England, United Kingdom.
TikTok LIVE - Global Customer Service Representative, Russian 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, Russian Speaking
✨Tip Number 1
Network like a pro! Reach out to current or former TikTok employees on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can double your chances of landing that interview.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle tricky situations, especially in a live-streaming context. Show us you can think on your feet!
✨Tip Number 3
Don’t forget to showcase your language skills! Since this role requires proficiency in Russian and English, be ready to demonstrate your fluency during the interview. We want to see how well you can communicate with diverse audiences.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re genuinely interested in being part of the TikTok family. Let’s make it happen!
We think you need these skills to ace TikTok LIVE - Global Customer Service Representative, Russian Speaking
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your customer service experience, especially in live-streaming or user-generated content platforms, as this will catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about TikTok LIVE and how your background in customer service can help us create a joyful experience for our users.
Show Off Your Language Skills: Since this role requires proficiency in Russian and English, make sure to showcase your language skills clearly. Mention any relevant experiences where you’ve used these languages in a professional setting.
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 this exciting opportunity with TikTok LIVE!
How to prepare for a job interview at TikTok
✨Know Your Stuff
Make sure you understand TikTok LIVE's mission and the role of a Global Customer Service Representative. Familiarise yourself with common customer service scenarios, especially those related to live-streaming and user-generated content. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Show Off Your Language Skills
Since this role requires proficiency in Russian and English, be prepared to demonstrate your language skills during the interview. You might be asked to respond to questions or even role-play a customer interaction in both languages. Practising these scenarios beforehand can really set you apart.
✨Highlight Your Problem-Solving Skills
Think of specific examples from your past experience where you've successfully resolved complex customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will showcase your ability to handle escalations and provide excellent service, which is crucial for this role.
✨Ask Insightful Questions
Prepare some thoughtful questions to ask at the end of your interview. This could include inquiries about team dynamics, how success is measured in the role, or what challenges the team is currently facing. Asking insightful questions shows your enthusiasm and helps you determine if the company culture aligns with your values.
