Global Customer Service Representative - TikTok LIVE - German Speaking

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 German 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.

• 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.

Qualifications

Minimum Qualification(s)

• Minimum 2 years of recent, hands-on experience in a customer service or support role that includes direct, external interaction with German-speaking users or creators, preferably within the digital content, livestreaming, or tech platform space.
• Proven ability to manage market-specific user inquiries in German, with ownership of end-to-end resolution - from troubleshooting to escalation - in a customer-facing capacity.
• High proficiency in written and oral communication in German, as required to liaise and work within German markets.

Preferred Qualification(s)

• Experienced working for live-streaming / user-generated content platforms is a plus.
• Works comfortably with Microsoft Word and Excel.