TikTok Live - Global Customer Service Representative, Bahasa Malay Speaking

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.

As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators.

• 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.

Minimum Qualification(s)

• BA/BS degree or equivalent practical experience.
• Proficiency in English and Bahasa Malay required, due to the need to liaise with Bahasa Malay-speaking customers
• Requires a minimum of 2 years' experience in a customer service environment.

Preferred Qualification(s)

• Experience working in technology firms/ BPO related
• Experience working for live-streaming / user-generated content platforms is a plus.
• Works comfortably with Microsoft Word and Excel.