TikTok Commerce - Case Investigation Solutions Manager (French Speaking), Global Selling

TikTok

4.5

(6)

London, United Kingdom

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.
  • #A235769

    Position summary

    's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

    SMT is looking for a case investigation solutions to build and design the daily standard operating procedures. The role will be responsible for the performance of the contact centre operations and continuous improvement of the customer journey.

    Responsibilities

    • Support the BPO operation and provide the first hand support to team internal escalations;
    • Build and Design customer journeys and standard operating procedures for the region;
    • Collaborate with service solution team on enhancements to SOP and amendments
    • Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management;
    • Conduct trend analyses on customer satisfaction and other core measurements. Implement strategies to improve future operation results;
    • Manage and monitor BPO team utilization rates and process adherence;
    • Work with voice of customer, Global SOP, Quality assurance, Training and System teams to optimize new and existing processes impacting customers;
    • Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.

    Qualifications

    Minimum Qualifications

    • BA/BS degree or equivalent practical experience;
    • Fluency in English and French, both written and spoken, is required for this role.
    • Strong service analysis and solution capabilities;
    • Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems;
    • People-oriented, self-motivated, and able to thrive in ambiguity and in a matrix environment;

    Preferred Qualifications

    • COPC or six sigma qualifications.
    • 3-5 years experience in customer service or customer journey building role;
    • Eager to learn, initiative taker and problem-solver;
    • High problem solving and priority skills;
    • Thrives in fast environments and has ability to work under pressure;
    • Must be customer service and result-oriented;
    • Experience in eCommerce or marketplace platforms is a plus.

    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.