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TikTok LIVE - Global Customer Service Representative, Arabic Speaking
Cairo, Egypt
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
- 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.
Qualifications
Minimum Qualifications:
- 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.
Preferred Qualifications:
- Experienced working for live-streaming / user-generated content platforms is a plus.
- Works comfortably with Microsoft Word and Excel.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
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
- 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.
Qualifications
Minimum Qualifications:
- 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.
Preferred Qualifications:
- Experienced working for live-streaming / user-generated content platforms is a plus.
- Works comfortably with Microsoft Word and Excel.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
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