TikTok Shop - Logistics Service & Experience Analyst - Malaysia

Responsibilities

About the Team
Logistics Service Excellence (LSE) is a global team that acts as a bridge between TikTok Shop Logistics teams and Customer Service (CS). We act as Subject Matter Experts for the Customer Service team for logistics-related issues, cooperating with them on a number of initiatives to ensure they are able to correctly and efficiently handle logistics issues (SOPs, training, coaching, new launch support). On the logistics-side, we bring buyer/seller insights to our business and product teams, and advocate for the best possible user experience with our platform and services.

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:
- More than 1 year of experience with E-commerce customer service/Logistic service provider, ideally interacting with claim, compensation or customer service
- Prefer Experienced in managing end to end claims & compensation including handling cases, designing rules, SOPs
- Understand how the end to end logistics process works
- Knowledge of working with data and utilizing dashboards to track and analyze trends effectively
- Ability to adapt to change and quick action