E-commerce Tier 2 Service Specialist (Chinese)

TikTok

4.5

(6)

Singapore

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.
  • #A94861

    Position summary

    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 a Tier 2 Service Specialist who is responsible for handling escalations and Chinese tickets in the Singapore and Malaysia market for the Customer/Seller/Creator Service team.

    Roles & Responsibilities

    • Manage customer/seller/creator enquiries escalated by Tier 1 teams in CRM tool.
    • 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 experience.
    • Support ad-hoc projects and initiatives per business needs.

    Qualifications

    • Diploma or equivalent practical experience.
    • Requires a minimum of 2 years' experience in a customer service environment.
    • Fresh graduates from university with quick learning capability and high potential are welcome to apply
    • 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 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 and Mandarin to handle both English and Chinese tickets for TikTok Shop Singapore & TikTok Shop Malaysia.

    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.

    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.