TikTok LIVE - Global Customer Service Representative, Arabic Speaking

About the role

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 - Act as the primary point of contact for Arabic-speaking customers, ensuring smooth communication and excellent service delivery. - Handle escalations from Arabic-speaking customers across CRM, email, phone, and chat channels, ensuring professionalism and empathy. - Translate, explain, and clarify complex processes or policies to Arabic-speaking customers to ensure full understanding. - Document Q&A and solutions in both Arabic and English in the knowledge management tool for global team use. - Identify and resolve the root causes of escalated issues, with special focus on trends among Arabic-speaking customers. - Escalate high-risk or urgent cases involving Arabic-speaking customers to the appropriate authority promptly. - Partner with product, operations, and support teams to address recurring Arabic-language customer concerns and improve service processes. - Provide linguistic and cultural insights to help the team better serve Arabic-speaking markets. - Reduce repeat escalations by identifying ongoing issues and proposing process improvements for Arabic-speaking regions. - Deliver timely, accurate, and culturally sensitive responses to both internal and external escalations. - Adhere to service guidelines while ensuring accessibility and inclusivity for Arabic-speaking users. - Support business initiatives and ad-hoc projects, particularly those related to Arabic-language support and regional engagement.

Requirements

• BA/BS degree or equivalent practical experience.
• Proficiency in Arabic is essential, as you will be required to communicate with external customers in Arabic
• Requires a minimum of 2 years' experience in a customer service environment.
• Experienced working for live-streaming / user-generated content platforms is a plus.
• Works comfortably with Microsoft Word and Excel.

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