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Responsibilities

About the Team
TikTok Shop's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers, and creators.

Our Angel OnCall team 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, you will analyse both rooting & resolution root-cause problems to define a recovery plan.

As a Project Intern, you will contribute to impactful short-term projects and gain hands-on experience in a fast-paced, professional environment. This internship offers the opportunity to develop practical skills, apply your knowledge to real-world challenges, and explore your career interests.
Applications are reviewed on a rolling basis, so we encourage you to apply early.

Responsibilities:
1. Process improvements
- Analyse OnCall ticket processing performance to monitor SOP effectiveness in order to have close-loop tracking for SOP improvements.
- Analyse key gaps in long resolution time, or low satisfaction rate, or low close-loop rate labels for SOP optimisation to improve resolution handling time and rate.
- Assist SOP PM with Full Revamp of SOP to ensure contents are updated.
- Assist to restructure SOP for better agent user friendliness in order to improve resolution rate and solution accuracy.
- Work with SOP PM to explore potential AI improvement projects to improve service handling / automations.

2. Quality Assurance
- Conduct ticket quality analysis as well as corresponding root cause analysis to identify operational gaps.
- Identify and initiate improvement actions to narrow down the quality gaps.
- Assist QA Program Manager to drive quality improvement in country OnCall team and BPO OnCall team.

3. Escalation Handling
- Assist in handling high priority escalations from business stakeholders.

4. Reporting
- To assist ad hoc data request / reporting and scrubbing of data to conduct deep dive analysis.

Qualifications

Minimum Qualification(s):
- Currently pursuing a Undergraduate/ Master's degree.
- Structured and logical thinking with problem solving skills.
- Good written and verbal communication skills.

Preferred Qualification(s):
- Strong understanding of the processes, working knowledge of call center operations, experience with SOP design is preferred.
- Possess skills of building data dashboards as well as good data analysis competence.
- Ability to thrive in a fast-paced, ambiguous environment.

If you have any questions, please reach out to us at apac-earlycareers@tiktok.com

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s):
- Currently pursuing a Undergraduate/ Master's degree.
- Structured and logical thinking with problem solving skills.
- Good written and verbal communication skills.

Preferred Qualification(s):
- Strong understanding of the processes, working knowledge of call center operations, experience with SOP design is preferred.
- Possess skills of building data dashboards as well as good data analysis competence.
- Ability to thrive in a fast-paced, ambiguous environment.

If you have any questions, please reach out to us at apac-earlycareers@tiktok.com

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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