Responsibilities

　　TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

　　Why Join Us

　　Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

　　Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

　　To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

　　At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

　　Join us.

　　Team Introduction

　　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. The 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 Seller Service team.

　　Roles & Responsibilities

　　- Manage seller enquiries escalated by Tier 1 teams in CRM tool;

　　- Identify the 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 the 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;

　　- Support ad-hoc projects and initiatives per business needs.

　　Qualifications

　　- BA/BS degree or equivalent practical experience;

　　- Requires a minimum of 1-year experience in a customer service environment;

　　- Fresh graduate is acceptable only with quick learning capability and high potential;

　　- 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;

　　- Supports 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 internal and external parties;

　　- Experience in eCommerce or marketplace platforms is a plus;

　　- Works comfortably with Microsoft Word and Excel;

　　- Good written and verbal communication skills in English and Mandarin to handle both English and Chinese tickets for TikTok Shop Global Selling team.

　　TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.