E-Commerce Oncall Service Specialist

TikTok

4.5

(6)

Manila, Philippines

Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
  • #V0396

    Position summary

    nd 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. 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 an Oncall Service Specialist role who is responsible for handling escalations and complex cases within the Seller, Creator and Tier 2 Service team.

    Roles & Responsibilities

    • Manage seller/creator enquiries escalated by account managers/tier 2 team.
    • Identify 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 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.
    • Promptly escalate critical/ high-risk cases to the appropriate authority.
    • Look for opportunities to identify on-going issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer/seller experience.
    • Support ad-hoc projects and initiatives per business needs.

    Qualifications

    • 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.
    • Good temper to handle disputes and emergencies.
    • Must be customer service and result-oriented.
    • Excellent skills for communicating and relating with stakeholders.
    • 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 Tagalog to facilitate cross-border collaboration with internal stakeholders and operational support to local Filipino customers, sellers and creators on TikTok Shop.

    ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.

    Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.