TikTok LIVE - Global Customer Service Representative, Italian Speaking
1 week ago Be among the first 25 applicants
Responsibilities
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 Italian 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
1. Manage customer/creator inquiries via the CRM tool, direct contact, or work with other teams.
2. Identify the root causes of escalated issues and provide appropriate resolutions to deliver excellent service.
3. Promptly escalate critical/high-risk cases to the appropriate authority.
4. Coordinate with other teams/departments to resolve customer issues, follow-up, and ensure closure of all escalations.
5. Look for opportunities to identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience.
6. Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
7. Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
8. Support ad-hoc projects and initiatives per business needs.
Qualifications
Minimum Qualifications:
* BA/BS degree or equivalent practical experience.
* Proficiency in Italian is essential, as you will be required to communicate with external customers in Italian.
* Requires a minimum of 2 years' experience in a customer service environment.
Preferred Qualifications:
* Experience working for live-streaming/user-generated content platforms is a plus.
* Works comfortably with Microsoft Word and Excel.
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.
Seniority level
Associate
Employment type
Full-time
Job function
Other
Industries
Technology, Information and Internet
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