Customer Operations Specialist

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

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 healthy and objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries.

We want passionate and talented people to join our product and operations team. Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users.

TikTok LIVE is seeking a dedicated and proactive Customer Operations Specialist to join our Traffic and Ecosystem team. In this vital role, you will be responsible for assessing and enhancing the quality and effectiveness of customer service interactions.

**Detailed responsibilities include**:
1. Conduct transaction monitoring to analyze their content to evaluate the quality of interactions. Assess customer service representatives' adherence to protocols, professionalism, accuracy, and problem-solving abilities.
2. Establish and maintain a comprehensive knowledge management system to capture, organize, and disseminate relevant information. Identify gaps in knowledge resources and work with cross-functional teams to develop training materials, FAQs, and other resources for customer service representatives.
3. Implement quality assurance measures to assess the effectiveness of customer service interactions. Define evaluation criteria, scorecards, and performance metrics. Regularly evaluate customer service representatives' performance and provide actionable feedback to enhance their skills and improve customer satisfaction.
4. Collaborate with training and development teams to identify areas for improvement based on evaluation findings. Contribute to the development of training programs, workshops, and coaching sessions to address performance gaps and enhance customer service representatives' capabilities.
5. Identify opportunities to streamline processes, improve efficiency, and enhance the overall quality of customer service interactions. Collaborate with cross-functional teams to implement process changes, develop best practices, and monitor their effectiveness.
6. Stay informed about emerging trends, technologies, and best practices in customer service. Research and implement innovative tools and approaches to optimize knowledge management and quality assurance processes.
7. Maintain accurate documentation of quality evaluation results, training materials, and knowledge resources. Generate regular reports on key performance indicators, trends, and improvement initiatives. Present findings and recommendations to management for informed decision-making.

**Qualifications**:
1. Bachelor’s degree or above, livestream product user;
2. Proficiency in English as a working language and fluency in Arabic is required to review contents;
3. Proven experience in quality assurance, preferably in a customer service or contact center environment;
4. Possesses strong learning ability, cross-department communication and collaboration skills;
5. Able to work under mínimal supervision and have strong logic/ common sense related to job nature;
6. Familiar with office software such as Excel, Word, etc. With data processing experience and other data analysis capabilities are preferred;
7. Good communication and listening skills, able to abstract problems and find solutions proactively;
8. Ability to provide constructive feedback and effectively coach individuals.

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.