Server

TikTok; London; On-site; CAD 30,000 - 60,000; Full time

Job summary

A global e-commerce service provider is hiring an E-Commerce Tier 2 Service Specialist. This role requires managing escalated inquiries, identifying root causes, and providing solutions while collaborating with various teams. Candidates should have at least 2 years of customer service experience and strong skills in communication and problem-solving. The position thrives in a fast-paced environment and may require shift work following local labor laws.

Qualifications

• Minimum of 2 years' experience in a customer service environment.
• Demonstrates effective clear and professional written and oral communication skills.
• Ability to thrive in fast and dynamic environments.

Responsibilities

• Manage customer/seller/creator enquiries escalated by Tier 1 teams.
• Identify root causes of escalated issues and provide appropriate resolutions.
• Promptly escalate critical/high-risk cases to the appropriate authority.

Skills

Customer service experience

Effective communication

Problem solving

Organization

Education

BA/BS degree or equivalent

Tools

Microsoft Word

Microsoft Excel

Job description

Overview

E-Commerce Tier 2 Service Specialist - Chinese. Description: E-commerce\'s Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers and creators. The Service and Experience Team (SET) provides world-class service and experience for customers, sellers and creators. SET is looking for a Tier 2 Service Specialist to handle escalations and complex cases within the Customer/Seller/Creator Service team.

Roles & Responsibilities

• Manage customer/seller/creator enquiries escalated by Tier 1 teams in the CRM tool.
• Identify root causes of escalated issues and provide appropriate resolutions to deliver excellent service. Summarize Q&A and log in to the knowledge management tool.
• Promptly escalate critical/high-risk cases to the appropriate authority.
• Coordinate with other teams/departments to resolve customer issues, follow up, and ensure a close-loop to all escalations.
• Look for opportunities to identify ongoing issues and eliminate repeat complaints; reduce escalation rate to enhance operating processes and improve overall customer experience.
• Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations.
• Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
• Engage sellers to develop long-term relationships and confidence in TikTok E-commerce.
• Support ad-hoc projects and initiatives per business needs.
• BA/BS degree or equivalent practical experience.

Qualifications

• Requires a minimum of 2 years\' experience in a customer service environment.
• Demonstrates effective clear and professional written and oral communication.
• Eager to learn, initiative taker and problem-solver.
• Proactive and continuous improvement attitude.
• High problem solving and priority skills.
• Thrives in fast and dynamic environments.
• Ability to work under high pressure.
• Support business in shifts by following the local labor laws.
• Meticulous and organized.
• Have a good temper to handle disputes and emergencies.
• Must be customer service and result-oriented.
• Excellent skills for communicating and relating with both team members and customers.
• Experience in eCommerce or marketplace platforms is a plus.
• Works comfortably with Microsoft Word and Excel.
• Good written and verbal communication skills in English, Malaysian and Chinese.