TikTok Shop - Logistics Service & Experience Associate (Thailand - E-Commerce)

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:
- Responsible for end-to-end seller customer service for the Thailand e-commerce logistics market,
participate in seller logistics service-related projects
- Manage logistics provider's customer service team to provide qualified service quality with logistics-related consulting and other related enquiries
- Be able to analyze and classify logistics problems and systematically organize logistics service pain points and generate experience insight reports
- Collaborate with logistics LSPs (e.g., J&T), operations, and product teams to promote the implementation of service optimization plans, track results, and iterate continuously

Qualifications

Minimum Qualification(s)
- Bachelor's degree or above
- Proficiency in English is Mandatory
- 2+ years of experience in customer service or seller operation in e-commerce/logistics industry

Preferred Qualification(s)
- Strong ability to identify customer needs, quickly locate core issues, and have practical experience in promoting problem-solving;
- Understanding of the entire e-commerce logistics process , familiar with common pain points and optimization directions of logistics services;
- Excellent cross-departmental communication and coordination skills, ability to work under pressure, strong sense of responsibility, and detail-oriented;
- Project management experience, having led or participated as a core member in logistics service optimization or customer experience improvement projects.