At a Glance
- Tasks: Help customers and creators on TikTok LIVE by resolving inquiries and issues.
- Company: Join TikTok, the leading platform for short-form mobile video, inspiring creativity worldwide.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and innovation.
- Other info: Work full-time in a vibrant culture that embraces challenges and celebrates diversity.
- Why this job: Be part of a diverse team that values creativity and collaboration in a fast-paced tech company.
- Qualifications: Must speak Russian and have 2+ years in customer service; a degree is preferred.
The predicted salary is between 30000 - 42000 £ per year.
Overview
TikTok LIVE - Global Customer Service Representative, Russian Speaking
Role involves supporting TikTok LIVE Backstage & App user feedback, risk control, escalation and Oncall support. The team focuses on providing world-class service to customers and creators in the Russian market and resolving complex requests promptly.
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; log Q&A in the knowledge management tool.
- Promptly escalate critical/high-risk cases to the appropriate authority.
- Coordinate with other teams/departments to resolve issues, follow up, and ensure closed-loop of all escalations.
- Identify ongoing issues, reduce repeat complaints, and improve operating processes and customer experience.
- Respond to internal and external escalations quickly, proficiently, and professionally while meeting quality expectations.
- Adhere to established procedures and guidelines to provide quality service and exceed department standards.
- Support ad-hoc projects and initiatives per business needs.
Qualifications
- Minimum Qualifications: BA/BS degree or equivalent practical experience.
- Language: Proficiency in Russian is essential for communicating with external customers in Russian.
- Experience: Requires a minimum of 2 years\' experience in a customer service environment.
Preferred Qualifications
- Experience working for live-streaming or 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. Global presence includes offices in several cities worldwide.
Why Join Us
We aim to empower creators and build a diverse, innovative team. We value curiosity, humility, impact, and an \"Always Day 1\" mindset to achieve breakthroughs for our users and our company.
Diversity & Inclusion
TikTok is committed to an inclusive space where employees are valued for their skills and perspectives. We celebrate diverse voices and strive to create an environment that reflects the communities we reach.
TikTok LIVE - Global Customer Service Representative, Russian Speaking in London employer: TikTok
At TikTok, we pride ourselves on fostering a vibrant and inclusive work culture that champions creativity and collaboration. As a Global Customer Service Representative, you'll be part of a dynamic team dedicated to providing exceptional service to our Russian-speaking community, with ample opportunities for personal and professional growth in a rapidly evolving tech environment. Join us in London, where innovation meets diversity, and every challenge is an opportunity to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land TikTok LIVE - Global Customer Service Representative, Russian Speaking in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TikTok. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TikTok before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace TikTok LIVE - Global Customer Service Representative, Russian Speaking in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TikTok:Your cover letter is your chance to shine! Tell us why you want to work at TikTok specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TikTok!
How to prepare for a job interview at TikTok
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
