Manager

E-Commerce Tier 2 Service Specialist

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 who is responsible for handling escalations and complex cases within the Customer/Seller/Creator Service team.

Roles & Responsibilities

1. Manage customer/seller/creator enquiries escalated by Tier 1 teams in the CRM tool.
2. Identify root causes of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log it in the knowledge management tool.
3. Promptly escalate critical/high-risk cases to the appropriate authority.
4. Coordinate with other teams/departments to resolve customer issues, follow up, and ensure closure of all escalations.
5. Look for opportunities to identify ongoing issues and eliminate repeat complaints to reduce the escalation rate, enhancing operating processes and improving overall customer experience.
6. Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
7. Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
8. Engage sellers to develop long-term relationships and confidence in TikTok E-commerce.
9. Support ad-hoc projects and initiatives per business needs.

Minimum Requirements

1. BA/BS degree or equivalent practical experience.
2. Minimum of 2 years' experience in a customer service environment.
3. Demonstrates effective, clear, and professional written and oral communication.
4. Eager to learn, initiative taker, and problem-solver.
5. Proactive and continuous improvement attitude.
6. Strong problem-solving and prioritization skills.
7. Thrives in fast and dynamic environments.
8. Ability to work under high pressure.
9. Support business in shifts by following local labor laws.
10. Meticulous and organized.
11. Good temperament to handle disputes and emergencies.
12. Must be customer service and results-oriented.
13. Excellent skills for communicating and relating with both team members and customers.
14. Experience in eCommerce or marketplace platforms is a plus.
15. Works comfortably with Microsoft Word and Excel.
16. Good written and verbal communication skills in English & Vietnamese.