Job description

Responsibilities
Description
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for a Tier 2 Service Specialist role who is responsible for handling escalations and complex cases within the Customer/Seller/Creator Service team.

Roles & Responsibilities

• Manage customer/seller/creator enquiries escalated by Tier 1 teams in CRM tool.
• Identify root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
• Promptly escalate critical/ high-risk cases to the appropriate authority.
• Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.
• Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance 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 in order to meet and exceed department standards.
• Engage sellers to develop long-term relationships and confidence in TikTok E-commerce.
• Promptly escalate critical/ high-risk cases to the appropriate authority.
• Look for opportunities to identify on-going issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
• Support ad-hoc projects and initiatives per business needs.

Qualifications

• BA/BS degree or equivalent practical experience.
• Requires a minimum of 2 years' experience in a customer service environment.
• Demonstrates effective, clear and professional written and oral communication.
• Eager to learn, initiative taker and problem-solver.
• Proactive and continuous improvement attitude.
• High problem solving and priority skills.
• Thrives in fast and dynamic environments.
• Ability to work under high pressure.
• Support business in shifts by following the local labor laws.
• Meticulous and organized.
• Have a good temper to handle disputes and emergencies.
• Must be customer service and result-oriented.
• Excellent skills for communicating and relating with both team members and customers.
• Experience in eCommerce or marketplace platforms is a plus.
• Works comfortably with Microsoft Word and Excel.
• Good written and verbal communication skills in English.

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