TikTok Shop by Tokopedia - Oncall Service SME

Responsibilities

About the Team:
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. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.

The Role: Oncall Service SME is responsible for ensuring our automation routes internal-customers to the right internal team, to resolve their query. In the event that the tool does not route correctly, or the issue is not resolved, the role will analyse root-cause problems and design a recovery plan.

How the Role contributes to our Mission: To support our global teams 24x7x365 in ensuring they can have access to the right touch-points to address/resolve an issue, ensuring that we always put our customers first.

Job Description:
- Define, build, implement and monitor projects that increase internal-customer experience;
- Monitor auto-routing to ensure the right point-of-contact is documented in our system;
- Identify the most common FAQ's and improve our technology self-help tool so we enable our internal customers to self-serve;
- Root-cause analysis for ineffective rooting, define a recovery plan and implement;
- Total ownership if issues is not resolved, then working with our process team defines a strategy to resolve the gaps.

Qualifications

Minimum Qualification(s)
- Bachelor degree or above, with relevant working experience in dealing with crisis issues;
- Understand the law and understand the mechanism of crisis management.
- Previous experience in customer success/escalation role, SOP design and PR experience preferred;