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
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.
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About the team
About us: Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy commerce platform with a delightful service experience;
The Role: Service Resolution SME gathers, interprets, and uses complex data to develop actionable steps to project manage change with cross-function teams to optimize the customer journey. Acting as a subject matter expert, they will identify trends in existing service-cases of potential buyer-consession within our policies, identify any seller delays/confusion in payments, identify products that could impact the trust in our marketplace taking steps to remove any customer impact;
How the Role contributes to our Mission: As we grow and develop new categories, we want to give our buyers, sellers and creators confidence that our platform is a trusted, safe marketplace;
Responsibilities
- Buyer-Consession: Our buyers followed our refund-process (SOP) with our Service team initiating a refund, but there was a risk of buyer-abuse. Analyists will assess refund patterns to identify potential process-risk, working with our Fraud & Logistic teams to strengthen our tools and processes to prevent abuse;
- Seller/Creator-Payments: Identify any KYC or payment-processing gaps that were not identified by our Service team that will result in a Seller/Creator not being paid as expected. Working with finance team to improve our Tool and processes to ensure prompt prompts;
- Category-Reputation: From high risk categories identify products that could impact our marketplace, deep dive analysis involving product or service defects until the issue is fully resolved;
- Satisfaction rates & High ART Improvement: Analyze, deep dive, and look for opportunities regarding DSATs received and high-resolution time inquiries in order to enhance the operating process and improve overall customer experience.
- Define, build, implement and monitor projects that increase customer experience through reduced contacts (CPO), reduced seller-violations and increase resolution;
Qualifications
Minimum Qualifications
- Bachelor degree or above, with over 3 years of relevant working experience in resolving customer issues as an expert.
- Previous experience in customer service/escalation role, SOP design and cross functional collaboration experience preferred;
- Strong understanding of the processes, working knowledge of contact center operations;
- Experience in business, financial or statistical analysis;
- Good written and verbal communication skills in English & Italian;
Preferred Qualifications
- 3+ years experience in business analysis and reporting management within Customer Service;
- Experience in Commerce platforms in the relevant region;
- Proven experience in data analysis, particularly in conducting root cause analysis;
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.