Global Customer Service Representative

2 weeks ago


Dublin, Dublin City, United Kingdom Tik Tok Full time
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/ highrisk cases to the appropriate authority.
  • Coordinate with other teams/ departments to resolve customer issues, followup, and make sure closeloop 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 adhoc projects and initiatives p
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