SAPO Technology 3.5 ★

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 (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 Service Resolution SME (SRS) who will focus on ensuring our sellers of TikTok Shop can get the most out of the platform. This role will act as the primary and proactive service interface between TikTok Global E-commerce and its sellers. We are open to hiring for this position in Vietnam.
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Responsibilities
- The Service Resolution SME (SRS) will be responsible for providing timely and accurate operational support to Merchants selling on the TikTok Shop platform via proactive outbound calls or messages for escalations.
- Diagnose seller operational performance, analyze performance data and deep dive on sellers pain point, dig for root cause, with the current product and process to assist the seller solve their problems.
- Conduct effective communication with sellers, including early warning communication with risky sellers, promote guidance on platform rules and regulations, and hold improvement sessions with sellers on their fulfillment and service performance.
- Coordinate with cross-functional teams to resolve seller issues, follow-up and make sure close-loop to all escalations.
- Engage sellers to develop long-term relationships and confidence in TikTok E-commerce.
- Adhere to established procedures and guidelines while providing quality seller service in order to meet and exceed department standards.
- Look for opportunities to identify ongoing issues and eliminate repeat complaints from sellers, reduce escalation rate in order to enhance operating processes and improve overall customer experience.
- Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 3+ years experience in a customer service or sales environment.
- Experienced in handling disputes and emergencies professionally.
- Experience working directly with clients/customers.
- Demonstrates effective, clear and professional written and oral communication.
- Eager to learn, initiative taker and problem-solver.
- Analytical and critical thinker.
- Thrives in fast-paced environments.

Preferred Qualifications
- Experience in E-Commerce or marketplace platform 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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