Apac Client Services Specialist

5 months ago

Kuala Lumpur, Malaysia TikTok Full time

Responsibilities
About Us
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About the Team
TikTok's SMB team aims to help businesses and brands of all sizes unleash their creative side, connect with our audience, or perhaps be discovered From designing scaled sales and service delivery programs to ensuring our customers have best-in-class tools and products at their fingertips, our SMB team combines operational expertise with a customer-centric mindset to help businesses achieve their marketing goals on TikTok, no matter how big or small.

The TikTok SMB Client Services team aims to provide SMB advertisers with an exceptional, genuine, and authentic support experience to enable small businesses grow on our platform. The team is responsible for a variety of issues such as platform issues, general questions and troubleshooting and continuously expands their expertise on how to support digital marketers, including staying on top of product updates, bug reports, deployed fixes and providing valuable feedback.

We're looking for a solution-focused, empathetic Client Services Specialist to join our growing Client Services team in Kuala Lumpur. You will support existing and potential TikTok advertisers as they seek support while advertising on our platform. You will help support a wide range of queries ranging from questions about the TikTok platform, to more technical questions related to digital advertising tools. You will have a keen eye for detail and will help us build processes and tools that help TikTok and our clients succeed.

**Responsibilities**:
1. Make your own discoveries - Grow a deep understanding of TikTok's products, processes and tools. Become an expert in supporting complex digital marketing issues. Share candid and solution focused feedback and communication of our client's needs to help inform change.
2. Assume ownership - Help provide the highest level of service to our clients. Understand their needs and determine the right course of action with a view on helping them grow their business.
3. Embrace change as an opportunity - You will work in a fast-paced environment and you will be ready to step outside your comfort zone to gain new experiences to help scale our support team.
4. Raise the bar - Be results focused and always look to improve your performance versus your goals. Be proud to deliver high quality service that makes TikTok stand out against the crowd.
5. Offer and ask for help - Seek to support new team members as they learn about our products and processes. Share your knowledge and empower your peers. Do not be afraid to ask for help. We will build this team together but we all need to demonstrate humility to help us learn and grow.

**Qualifications**:
**Minimum Qualifications**:
1. Bachelor’s degree or equivalent professional work experience in customer or client services
2. Excellent verbal and written language skills in Vietnamese (native level) and English required. (these will be tested by online assessment). Additional languages a plus

**Preferred Qualifications**:
1. Good communication skills with strong customer focus
2. Comfortable working in a changeable environment
3. Familiarity with digital advertising is a plus

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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