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Overview

E-Commerce Tier 2 Service Specialist - Chinese. Description : E-commerce\'s Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers and creators. The Service and Experience Team (SET) provides world-class service and experience for customers, sellers and creators. SET is looking for a Tier 2 Service Specialist to handle escalations and complex cases within the Customer / Seller / Creator Service team.

Roles & Responsibilities

• Manage customer / seller / creator enquiries escalated by Tier 1 teams in the CRM tool.
• Identify root causes of escalated issues and provide appropriate resolutions to deliver excellent service. Summarize 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 ensure a close-loop to all escalations.
• Look for opportunities to identify ongoing issues and eliminate repeat complaints; reduce escalation rate to enhance operating processes 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 to meet and exceed department standards.
• Engage sellers to develop long-term relationships and confidence in TikTok E-commerce.
• Support ad-hoc projects and initiatives per business needs.
• BA / BS degree or equivalent practical experience.

Qualifications

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