Tiktok E-commerce

3 weeks ago

Kuala Lumpur, Malaysia TikTok Full time

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the Team
Ecommernce Service and Experience Team is part of the Governance and Experience organization and includes the functions of Customer Service, Seller Support, Creator Support, Global Operation Excellence and Global Experience Management. Our mission is to provide world-class service and experience for customers, sellers and creators. Service and Experience Team is looking for a Regional Business Analyst responsible to build the metrics reporting system to help drive business reviews and decision making. This position will provide key analytical, reporting, forecasting support for the group and will be responsible for developing reporting and variance analysis regarding weekly/monthly/bi-monthly statistics, provide support & recommendations regarding performance.

Roles & Responsibilities
- Manage Buyer/seller/creator enquiries escalated by account managers/tier 2 team.
- Identify the root cause of escalated issues and provide appropriate resolutions to deliver excellent service.
- Summarize the Q&A and log them into the knowledge management tool.
- Promptly escalate critical/high-risk cases to the appropriate authority.
- Coordinate with other teams/departments to resolve customer issues and ensure a closed loop on escalations.
- Proactively identify ongoing issues, eliminate repeat complaints, and reduce the escalation rate to enhance operating processes and improve overall customer experience.
- Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
- Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
- Engage sellers to develop long-term relationships and instill confidence in TikTok E-commerce.
- Promptly escalate critical/high-risk cases to the appropriate authority.
- Continuously identify ongoing issues, eliminate repeat complaints, and reduce the escalation rate to enhance operating processes and improve overall customer/seller experience.
- Support ad-hoc projects and initiatives as per business needs.

**Qualifications**:

- Bachelor's degree in a relevant field or equivalent practical experience.
- Proven experience in a customer service or escalation management role.
- Strong problem-solving skills with the ability to identify and resolve root causes effectively.
- Excellent communication and interpersonal skills to collaborate with different teams and stakeholders.
- Ability to handle high-pressure situations and make decisions promptly.
- Proficient in using knowledge management tools and CRM systems.
- Strong attention to detail and the ability to maintain accurate records.
- Demonstrated ability to prioritize tasks and meet deadlines.
- Proactive and self-motivated with a commitment to continuous improvement.
- Experience in e-commerce or the tech industry 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.

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