TikTok 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.
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- 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
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.