Willis Towers Watson

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 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.

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.

Roles & Responsibilities

• Identify areas of opportunities to improve performance, work with Partner Operation Leader to develop a comprehensive improvement plan.
• Monitor the execution of improvement plans to ensure BPO is meeting all performance-related metrics (e.g. – customer satisfaction, service level, handling time).
• Ensure SOP documentation/training material and all relevant frameworks are in place.
• Sharing performance report and raw data on a weekly basis to BPO for performance management.
• Taking note of action items and feedback on every meetings and assigning owner to each action item and following through the status of completion.
• Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers.
• Review all escalation from the in-house team and provide comprehensive feedback to BPO team.
• Work with the SOP, QA, Training and System teams to optimize new and existing processes impacting buyers/sellers/creators.
• Prompt communication and facilitate Train and Trainer on all SOP and product features update.
• Support Partner Operation Manager on all the bug issues reported by BPO team, raise on call and coordinate information needed for troubleshooting.
• Support ad-hoc projects and initiatives per business needs.
  
  

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• Requires 3 years' experience in a customer service environment.
• Demonstrates effective, clear and professional written and oral communication.
• Experience building, managing and influencing relationships with internal stakeholders.
• Using data to generate insights and solve complex problems.
• Eager to learn, initiative taker and problem-solver.
• High problem solving and priority skills.
  
  

Preferred Qualifications

• Thrives in fast and dynamic environments.
• Ability to work under high pressure.
• Must be customer service and result-oriented.
• Excellent skills for communicating and relating with both team members and customers.
  
  

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.