Customer Service Team Leader

6 months ago

Kuala Lumpur, Malaysia TikTok Full time

Responsibilities
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 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
- About the team
ADSEO-CSS team, which is providing customer service system construction and project operation services for all international products of ByteDance. Currently, the customer service projects include PICO, Capcut, Resso, Fizzo, and Soundon.

It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.

**Responsibilities**:
1. Leading, managing, recruiting, and developing the Customer Service team to maintain high standards and achieve full potential.
2. Take responsibility for ensuring that the team has the skills, resources, and support to perform at a high standard and look at ways to improve efficiency and team success.
3. Manage policy and project localization, manage CS projects with the PM, and produce outputs in accordance with expectations.
4. Continuously evaluate outcomes, manage team members' performance. Analyze, report and optimize processes to ensure productivity, quality, and efficiency goals can be met.
5. Cultivate an inspiring team environment with clear communication and aligned goals for success.

**Qualifications**:
Minimum Qualification
1. Bachelor's Degree or equivalent education/experience, advanced degree is preferred.
2. Proficiency in English and Mandarin, as the role will be handling escalations that requires mandarin skills.
3. Have 2+ years of proven leadership skills and experience in leading or managing people, ability to do root cause analysis and follow through with/action on the insights gained to drive performance.
4. Have proven experience of working with data, particularly in data analysis revolving around performance.

Preferred Qualification
5. Driven and self-motivated with a desire to keep improving, demonstrating strong attention to detail and the ability to work independently.
6. Have exceptional interpersonal & communication skills with a passion for working in a team environment.
7. Having experience in customer service BPO/call center/related environment is a plus
8. Proven project management skills and related experience are preferred.
- 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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