Shop - Logistics Service & Experience Analyst (Mandarin Speaker) - Malaysia

Responsibilities
About the Team

We are looking for passionate and talented people to join our logistics service and experience team. Together we can build an e-commerce ecosystem that is innovative, secure, and intuitive for our users.

Responsibilities

• Handling complaints and claim tickets and maintaining & increasing claim recovery rate from logistics partners through rules optimization, revamp of CS workflow, product optimization

• Serve as an escalation point for CS for logistics-related issues, and work closely with a number of internal and external stakeholders to deliver various projects, or to escalate pending issues (CS, logistics teams, logistics service providers, product and business teams, data analytics)

• Manage logistics partner CS performance, through help establish standard processes, and create SOPs, Training, and monitoring key metrics

Qualifications
Minimum Qualifications:

• 1-3 years of experience with E-commerce customer service/Logistic service provider, ideally interacting with Logistics service provider, Customer/Seller service or Support Operations

• Fluent in English

• Proficiency in Mandarin to communicate, express, and socialize in Chinese without barriers to manage Chinese sellers.

• Understand how the end to end logistics process works

• Advanced knowledge of working with data and utilizing dashboards to track and analyze trends effectively

• Ability to adapt to change and quick action

Preferred Qualifications:

• Prefer experienced in managing end to end claims & compensation including handling cases, designing rules, sops

• Prior experience in logistics and operations, with a strong understanding of operational workflows

• Experience creating process maps, SOP, and other supporting documentation

• Experience working in a large international organization with a diverse workforce

• Experience working with cross-functional teams, driving alignment with multiple stakeholders and influencing without authority

• Experience managing a relationship with logistics vendor

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.​

Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.​

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.​

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Diversity & Inclusion​

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.​