TikTok Live - Global Customer Service Representative, Bahasa Malay Speaking

TikTok is seeking a Global Customer Service Representative to provide world-class service and experience for customers and creators in the Indonesian community market. The successful applicant will have a track record of resolving complex customer requests and providing assistance promptly.

Requirements

• Manage customer/creator inquiries via CRM tool, direct contact, or work with other teams.
• Identify root causes of escalated issues and provide appropriate resolutions to deliver excellent service.
• Promptly escalate critical/high-risk cases to the appropriate authority.
• Coordinate with other teams/departments to resolve customer issues, follow-up, and close-loop on 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.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan