Customer Service Specialist (e-commerce)

TikTok; Jakarta Pusat; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

TikTok is hiring a Tier 2 Service Specialist as part of the E-commerce GNE-SET function. You will handle escalations for customers, sellers and creators, diagnosing root causes and delivering timely resolutions to improve the experience on TikTok Shop.

Based in Jakarta, you will coordinate with multiple teams, maintain high service quality, and support ongoing initiatives while adhering to internal guidelines and SLAs.

Qualifications

• Minimum 2 years in a customer service environment; fresh graduates with high potential acceptable.
• Clear, professional written and verbal communication in English and Bahasa Indonesia.
• Eager to learn, proactive, and a problem-solver.

Responsibilities

• Manage customer/seller/creator enquiries escalated by Tier 1 teams in CRM tool.
• Identify root cause of escalated issues and provide resolutions to deliver excellent service.
• Summarize QA and log into knowledge management tool.
• Escalate critical high-risk cases promptly to the appropriate authority.
• Coordinate with other teams to resolve customer issues and ensure closure of escalations.
• Identify ongoing issues and reduce repeat complaints to improve processes.
• Respond quickly and professionally to internal and external escalations.
• Adhere to procedures while delivering quality service to meet department standards.
• Engage sellers to develop long-term relationships and confidence in TikTok E-commerce.
• Support ad-hoc projects per business needs.

Skills

Customer service

English language

Bahasa Indonesia

Communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

CRM tool

Knowledge management tool

Microsoft Word

Microsoft Excel

Job description

TikTok is the leading destination for short-form mobile video Our mission is to inspire creativity and bring joy TikTok has global offices including Los Angeles New York London Paris Berlin Dubai Singapore Jakarta Seoul and Tokyo.

Why Join Us

At TikTok our people are humble intelligent compassionate and creative We create to inspire - for you for us and for more than 1 billion users on our platform We lead with curiosity and aim for the highest never shying away from taking calculated risks and embracing ambiguity as it comes Here the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility Join us and make impact happen with a career at TikTok.

E-commerces 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.

Service and Experience Team SET is part of the GNE organization Our mission is to provide world-class service and experience for customers sellers and creators SET is looking for a Tier 2 Service Specialist role who is responsible for handling escalations and complex cases within the CustomerSellerCreator Service team.

Roles & Responsibilities

• Manage customersellercreator enquiries escalated by Tier 1 teams in CRM tool
• Identify root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service
• Summarize the QA and log in to the knowledge management tool
• Promptly escalated critical high-risk cases to the appropriate authority
• Coordinate with other teams departments to resolve customer issues follow-up and make sure close-loop to all escalations
• Look for opportunities to identify ongoing issues and eliminate repeat complaints reduce escalation rate in order to enhance operating process 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 in order 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

Qualifications

• BABS degree or equivalent practical experience
• Requires a minimum of 2 years experience in a customer service environment
• Fresh graduate is acceptable only with quick learning capability and high potential
• 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 Bahasa Indonesia for cross-border collaboration with internal stakeholders and providing operational support to local Indonesian sellers and customers on TikTok Shop

TikTok is committed to creating an inclusive space where employees are valued for their skills experiences and unique perspectives.

Our platform connects people from across the globe and so does our workplace At TikTok our mission is to inspire creativity and bring joy To achieve that goal we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach We are passionate about this and hope you are too.