Safaa Elmaghraoui

Global Customer Service Representative @TikTok

London, GB

Manage customer and creator inquiries via CRM, direct communication, and collaboration with cross-functional teams- Respond to both internal and external escalations in a timely, efficient, and professional manner while meeting quality expectations- Analyze escalated issues to identify root causes, implement effective resolutions, and ensure exceptional service delivery. Document Q&A in the knowledge management tool- Escalate high-priority or critical cases promptly to the relevant authority for swift resolution- Collaborate with internal teams to resolve customer issues, conduct follow-ups, and ensure closure on all escalations- Proactively identify recurring issues, drive process improvements, and reduce escalation rates to enhance the overall customer experience- Adhere to established protocols and guidelines to consistently deliver top-tier customer service that exceeds departmental standards- Contribute to ad-hoc projects and business initiatives as required.