Danu Vina

Responsibilities

About TikTok
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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.
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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.
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About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.
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About the team
E-commerce's Governance and Experience 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 is part of the Governance and Experience organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.
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Responsibilities
- Conduct coaching and calibration sessions to ensure that operational policies and processes are being applied consistently.
- Analyze and maintain all core metrics for service SLA requirements, dispute, and implement improvement plans as needed.
- Design and deliver comprehensive training programs for new and existing customer service team members.
- Collaborate with department heads to identify training needs and develop targeted initiatives.
- Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and contact time.
- Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
- Support analysis of agents' performance monitoring in each region's market. Analysis of global QA best practices, implement key programs and initiatives to drive improvement of QA scores and other key metrics such as CSAT.
- Build, maintain and improve internal training process, systems and knowledge base.
- Manage and review each function report and come up with solutions. Reviewing of bad cases, arbitration and top quality drivers impacting key metrics.
- Collaborate with cross-functional teams including logistics, payment, product and operations to define action plans that resolve issues and drive continuous operational excellence.
- Create BRDs, conduct UATs and launch QA and Training products/programs to improve operational excellence.
- Support new market launches (pre/post-launch) for QA tool readiness and train-the-trainer (TTT) sessions for new markets' QAs and support team.
- Calibrate and set benchmark scores with regional QAs and Trainers and global trainers to maintain consistency in quality evaluations based on updated SOP, tools and quality metrics.
- Lead initiatives to streamline processes and optimize service delivery.
- Collaborate with cross-functional teams to implement process improvements.
- Ensure alignment of projects with organizational goals and objectives.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 5+ years experience in managing a middle size team with 3 years of work experience in analytical and problem solving positions (e.g. customer services KPIs and processes).
- Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.
- Ability to deal with multiple requests that include administrative work, strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.
- Problem solver, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
- Customer focus and proven results of improving the customer experience delivered by a team of teams.
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Preferred Qualifications
- Experience in the E-commerce industry is a plus.
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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.
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