TikTok
Responsibilities
About the Team 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. Roles & Responsibilities – 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 Qualifications: – BA/BS degree or equivalent practical experience. – Proficiency in Turkish is essential, as you will be required to communicate with external customers in Turkish – Requires a minimum of 2 years’ experience in a customer service environment. Preferred Qualifications: – Experienced working for live-streaming / user-generated content platforms is a plus. – Works comfortably with Microsoft Word and Excel.
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