Tìm thấy 4 việc làm đang tuyển dụng
Service Resolution Lead - GNE Services and Moderation (Ho Chi Minh City)
PETHEALTH GROUP
45 việc làm
1 lượt xem
Thông tin cơ bản
Mức lương:
Thỏa thuận
Chức vụ:
Nhân viên
Ngày đăng tuyển:
09/12/2024
Hạn nộp hồ sơ:
01/02/2025
Hình thức:
FULL_TIME
Kinh nghiệm:
3 - 4 năm
Số lượng:
1
Giới tính:
Không yêu cầu
Nghề nghiệp
Ngành
Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About The Team
About us: Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
The Role: Resolution Lead manages a team who will focus on ensuring true resolution for cases handled by our front-line service teams and protecting our platform. As a people-manager, this role will be responsible for people and performance management, ensuring seller satisfaction through the management and development of our people.
How the Role contributes to our Mission: We want to give our buyers, sellers and creators confidence that our platform is a trusted, safe marketplace.
Responsibilities
Minimum Qualifications
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About The Team
About us: Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
The Role: Resolution Lead manages a team who will focus on ensuring true resolution for cases handled by our front-line service teams and protecting our platform. As a people-manager, this role will be responsible for people and performance management, ensuring seller satisfaction through the management and development of our people.
How the Role contributes to our Mission: We want to give our buyers, sellers and creators confidence that our platform is a trusted, safe marketplace.
Responsibilities
- Manage a team of Service Resolution SME responsible for providing customer service to our buyers.
- Manage the team on a day-to-day basis and provide support for escalations;
- Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements;
- Work with Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring.
- Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting sellers by working with team, peers, and management;
- Establishing OKR team goals aligned with SMT and GNE ensuring regular monitoring progress against established milestones. Provide regular feedback, performance coaching, maintain productivity and achieve all customer metrics;
- Identify team performance opportunities to coach and support individual contributors performance outputs to meet expectations;
- Enable their team to diagnose seller performance and deep dive into sellers' painpoint, dig for root cause, with the current product and process to assist the seller solve their problems;
- Enable their team to identify potential Buyer-Abuse within TTS policies and processes, define and implement with cross-functional teams project to address gaps;
- Coordinate with cross-functional teams to resolve customer issues, follow-up and make sure close-loop to all escalations;
- Ensure all escalations are owned, investigated and resolved by the team to deliver a solution that meets customer needs;
- Define, implement and manage 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;
Minimum Qualifications
- BA/BS degree or equivalent practical experience;
- 3 years experience as People-manager for individual contributors, in a Service organisation;
- Proven leadership with the ability to thrive in ambiguity and in a matrix environment;
- Good written and verbal communication skills in English & Vietnamese
- Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems;
- Experience in eCommerce platforms in the relevant region
- People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment
- Conflict management, with ability to control and resolve complex escalations
- EU GDPR, ND4C, P2B and DSA regulation knowledge
- Excellent written, verbal and interpersonal communication skills with experience to present to C-Level leadership
Khu vực
PETHEALTH GROUP
Xem trang công ty
Quy mô:
200 - 500 nhân viên
Địa điểm:
Biệt thự liền kề PL05-29, Vinhome River Side 2, Phường Phúc Đồng, Quận Long Biên, Thành phố Hà Nội, Việt Nam.
Bệnh viện thú y Hà Nội PetHealth chỉ có cơ sở tại Âu Cơ, Tây Hồ, Hà Nội. Được sự tin yêu và ủng hộ của khách hàng trong thời gian qua. Bệnh viện thú y Pet Health đã nỗ lực không ngừng nhằm mang tới dịch vụ hoàn hảo nhất cho khách hàng.
Với nhiều năm kinh nghiệm trong ngành nghề, đội ngũ y bác sĩ, nhân viên chuyên nghiệp, nhiệt huyết, PetHealth luôn không ngừng nâng cao chất lượng cũng như đa dạng các dịch vụ chăm sóc sức khỏe và làm đẹp cho thú cưng. Bệnh viện thú ý PetHealth luôn phục vụ khách hàng bằng tất cả Tâm – Tín – Tài của mình. Chính vì vậy mà chúng tôi luôn nhận được sự tin yêu của rất nhiều quý khách hàng.
Những nghề phổ biến tại PETHEALTH GROUP
Bạn làm việc tại PETHEALTH GROUP? Chia sẻ kinh nghiệm của bạn
PETHEALTH GROUP
Click để đánh giá