Jobs at Tiktok in United Kingdom
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Job summary
A global e-commerce service provider is hiring an E-Commerce Tier 2 Service Specialist. This role requires managing escalated inquiries, identifying root causes, and providing solutions while collaborating with various teams. Candidates should have at least 2 years of customer service experience and strong skills in communication and problem-solving. The position thrives in a fast-paced environment and may require shift work following local labor laws.
Qualifications
- Minimum of 2 years' experience in a customer service environment.
- Demonstrates effective clear and professional written and oral communication skills.
- Ability to thrive in fast and dynamic environments.
Responsibilities
- Manage customer/seller/creator enquiries escalated by Tier 1 teams.
- Identify root causes of escalated issues and provide appropriate resolutions.
- Promptly escalate critical/high-risk cases to the appropriate authority.
Skills
Education
Tools
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.
- 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.
- 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.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.
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