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TikTok
ServerTikTok • London, ON, CA
Server

Server

TikTok • London, ON, CA
30+ days ago
Job type
  • Full-time
Job description

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

  • 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, Malaysian and Chinese.
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Server • London, ON, CA

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