Tier 2 E-Commerce Customer Support Specialist (Escalations)

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 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.