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TikTok LIVE - Global Customer Service Representative, Spanish Speaking

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TikTok

11d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • London

AI generated summary

  • You need a BA/BS degree, fluency in Spanish and English, 2+ years in customer service, and proficiency in Microsoft Word and Excel; experience with live-streaming platforms is a plus.
  • You will manage customer inquiries, resolve escalated issues, coordinate with teams, log information, respond to escalations, improve processes, and support projects as needed.

Requirements

  • Minimum Qualifications:
  • BA/BS degree or equivalent practical experience.
  • Proficiency in Spanish and English is required to collaborate with global partners. These interactions include leading and participating in meetings that are conducted in Spanish 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.

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.

FAQs

What is the primary language required for this position?

Proficiency in Spanish and English is required to collaborate with global partners.

What are the main responsibilities of the Global Customer Service Representative?

The main responsibilities include managing customer/creator inquiries, identifying root causes of issues, escalating critical cases, coordinating with other teams, and enhancing overall customer experience.

What qualifications are needed for this role?

A BA/BS degree or equivalent practical experience, proficiency in Spanish and English, and a minimum of 2 years' experience in a customer service environment are required.

Is experience in live-streaming or user-generated content platforms preferred?

Yes, experience working in live-streaming or user-generated content platforms is a plus.

What tools will I be expected to use in this role?

You will be expected to work comfortably with Microsoft Word and Excel, and manage inquiries using a CRM tool.

What is TikTok's mission?

TikTok's mission is to inspire creativity and bring joy.

Are there opportunities for professional growth within this position?

Yes, the role includes support for ad-hoc projects and initiatives, offering opportunities for professional growth and development.

What is the work culture like at TikTok?

The work culture at TikTok is characterized by curiosity, humility, resilience, and a focus on learning and innovation as part of a diverse and inclusive team.

How does TikTok approach diversity and inclusion?

TikTok is committed to creating an inclusive space where employees are valued for their skills and unique perspectives, celebrating diverse voices, and reflecting the communities they reach.

What kind of support can I expect as a Global Customer Service Representative?

You can expect support in adhering to established procedures and guidelines while providing quality customer service, as well as assistance in resolving escalated issues in a friendly and professional manner.

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TikTok

Entertainment & Media
Industry
10,001+
Employees
2017
Founded Year

Mission & Purpose

TikTok is a social media platform where users create and share short videos on various topics, including entertainment, education, and lifestyle. Their ultimate goal is to inspire creativity and bring joy to people's lives through engaging and entertaining content. TikTok's purpose is to provide a platform for self-expression and connection, fostering a global community where individuals can express themselves authentically and connect with others who share similar interests and passions.