Job Description

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.