Customer Service Representative

Join us.

Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

As a Customer Service Representative, you will be a vital point of contact between the product and international customers. You will be responsible for handling inquiries, issues, and complaints from customers, and striving to provide high-quality customer service to meet their needs.

To eliminate any doubt, this role involves reading, viewing, listening and examining user-generated content to ensure they comply with community guidelines.

Content includes images, video, text related to every day life, but they can also include (but are not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.

What will I be doing?
1. Communicate with global users via phone, email, or online chat to provide consultations and answer queries.
2. Resolve customer problems and complaints, finding suitable solutions to improve customer satisfaction.
3. Ensure communication with customers adheres to service standards and policies.
4. Collaborate with internal departments to track and coordinate the progress of customer issues and address customer problems and meet their needs.
5. Providing insights and suggestions for business improvement by using daily data analysis.
6. Attention to details and provide timely feedback to team leaders.

Qualifications

What should I bring with me?
1. Bachelor's degree or above preferred, with fast-learning ability;
2. Fluency in both spoken and written English, capable of effective communication with native and non-native English speakers.
3. Minimum 1 year of customer service experience in a related field is required.
4. Good customer service skills with active listening, superior communication, and problem-solving.
5. Ability to handle escalations from first-tier support and facilitating effective inter-departmental communication.
6. Ability to perform and react well under pressure, effectively managing and prioritizing multiple tasks with a professional and patient attitude.
7. Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
8. Your resilience and commitment to self-care to manage the emotional demands of the role.

Trust & Safety is committed to the wellbeing of all our employees. Our promise is to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

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. We are passionate about this and hope you are too.