TikTok Shop- Service Resolution Subject Matter Expert
4 weeks ago
About the team
The Role: Service Resolution SME gathers, interprets, and uses complex data to develop actionable steps to project manage change with cross-function teams to optimize the customer journey. Acting as a subject matter expert, they will identify trends in existing service-cases of potential buyer-consession within our policies, identify any seller delays/confusion in payments, identify products that could impact the trust in our marketplace taking steps to remove any customer impact;How the Role contributes to our Mission: As we grow and develop new categories, we want to give our buyers, sellers and creators confidence that our platform is a trusted, safe marketplace; Responsibilities- Partner Concession: Our partners followed our refund-process (SOP) with our Service team initiating a refund, but there was a risk of Partner-abuse. SME will assess refund patterns to identify potential process-risk, working with our Fraud & Logistic teams to strengthen our tools and processes to prevent abuse;- Partner Related payment: Identify any KYC or payment-processing gaps that were not identified by our Service team that will result in a partner not being paid as expected. Working with finance team to improve our Tool and processes to ensure prompt prompts;- Category-Reputation: From high risk categories identify products that could impact our marketplace, deep dive analysis involving product or service defects until the issue is fully resolved;- Satisfaction rates & High ART Improvement: Analyze, deep dive, and look for opportunities regarding DSATs received and high-resolution time inquiries in order to enhance the operating process and improve overall customer experience. - Define, build, implement and monitor projects that increase customer experience through reduced contacts (CPO), reduced seller-violations and increase resolution;Minimum Qualifications- Bachelor degree or above, with over 3 years of relevant working experience in resolving customer issues as an expert. - Previous experience in customer service/escalation role, SOP design and cross functional collaboration experience preferred;- Strong understanding of the processes, working knowledge of contact center operations;- Experience in business, financial or statistical analysis;- Good written and verbal communication skills in English Preferred Qualifications- 3+ years experience in business analysis and reporting management within Customer Service;- Experience in Commerce platforms in the relevant region;- Proven experience in data analysis, particularly in conducting root cause analysis;
-
Dublin, Ireland TikTok Full timeAbout the team The Role: Service Resolution SME will focus on ensuring our partners can get the most out of the platform to maximise their revenue, reduce violations and maximise positive review. This role will act as the primary and proactive service interface between TikTok and its partner. How the Role contributes to our Mission: To create the most...
-
Dublin, Dublin City, Ireland TikTok Full timeAbout the teamThe Role: Service Resolution SME will focus on ensuring our partners can get the most out of the platform to maximise their revenue, reduce violations and maximise positive review. This role will act as the primary and proactive service interface between TikTok and its partner.How the Role contributes to our Mission: To create the most trusted...
-
Dublin, Ireland TikTok Full timeAbout the team The Role: Service Resolution SME will focus on ensuring our partners can get the most out of the platform to maximise their revenue, reduce violations and maximise positive review. This role will act as the primary and proactive service interface between TikTok and its partner. How the Role contributes to our Mission: To create the most...
-
Nature and Biodiversity Subject Matter Expert
3 weeks ago
Dublin, Dublin City, Ireland Avature Full timeNature and Biodiversity Subject Matter ExpertBasic InformationLocation: DublinBusiness Area: Deal AdvisoryDescription and Requirements When you join KPMG Ireland, you are joining a community of over 4,200 employees who collectively work together, both in person and virtually, to achieve their full potential. We are known as an organisation who want you to...
-
Nature and Biodiversity Subject Matter Expert
1 month ago
Dublin, Ireland KPMG Ireland Full timeWhen you join KPMG Ireland, you are joining a community of over 4,200 employees who collectively work together, both in person and virtually, to achieve their full potential. We are known as an organisation who want you to come as you are and do work that truly matters. Joining KPMG Ireland is an opportunity to enhance your career, not only in the work that...
-
Subject Matter Expert
3 weeks ago
Dublin, Dublin City, Ireland Xtentio GmbH Full timeXtentio ist die unabhängige Beratung für Digitale Strategie & Digital Transformation Management. Wir schaffen echten, digitalen Nutzen durch die Digitalisierung und Automatisierung von Marketingprozessen, Kundenbeziehungs-management, Multi-Channel-Commerce und Content- & Channel Management. Als führende Beratung für die ganzheitliche, digitale...
-
Subject Matter Expert
4 weeks ago
Dublin, Dublin City, Ireland Xtentio GmbH Full timeXtentio ist die unabhängige Beratung für Digitale Strategie & Digital Transformation Management. Wir schaffen echten, digitalen Nutzen durch die Digitalisierung und Automatisierung von Marketingprozessen, Kundenbeziehungs-management, Multi-Channel-Commerce und Content- & Channel Management. Als führende Beratung für die ganzheitliche, digitale...
-
TikTok Shop
3 weeks ago
Dublin, Ireland TikTok Full timeAbout the team This role sits within the E-Commerce Governance and Experience team. This team is responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user experience and work on policies, rules, products and systems to ensure quality.---Responsibilities- A key senior role advising...
-
Subject Matter Expert
3 weeks ago
Dublin, Dublin City, Ireland NTT DATA Services Full timeNTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. Summary of Role:We are seeking a knowledgeable and experienced Business Consultant/SME to join our team who has hands on experience in the...
-
Dublin, Ireland TikTok Full timeAbout the team E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service...
-
Dublin, Ireland TikTok Full timeAbout the team E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service...
-
Wellbeing Delivery Lead, Trust
3 days ago
Dublin, Ireland TikTok Full timeAbout the team : Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community. Our Wellbeing Team is a multidisciplinary group of experts responsible for the development, implementation and...
-
Subject Matter Expert
3 weeks ago
Dublin, Dublin City, Ireland NTT DATA Full timeJob DescriptionNTT DATA Services is looking for an exceptional Business Consultant/SME with experience in implementing Loan Origination Systems for Corporate Customers to join their team. The ideal candidate will be responsible for leading the implementation of a Loan Origination System for a client, leveraging their expertise in financial services to...
-
Wellbeing Program Lead, Trust
3 days ago
Dublin, Ireland TikTok Full timeAbout the team : Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community. Our Wellbeing Team is a multidisciplinary group of experts responsible for the development, implementation and...
-
TikTok Commerce
1 month ago
Dublin, Ireland TikTok Full timeAbout the team E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent...
-
Associate Site Reliability Engineer
3 weeks ago
Dublin, Dublin City, Ireland TikTok Full timeAbout TikTokTikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.Why Join UsCreation is the core of TikTok's purpose. Our...
-
Product Policy Manager, Monetization, EMEA
1 month ago
Dublin, Ireland TikTok Full timeAbout the team : Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community. The Trust & Safety Policy team develops and reviews our community policies to promote a positive and safe environment...
-
EMEA FCC and Sanctions, Policy
1 month ago
Dublin, Ireland TikTok Full timeAbout The Team The Global Payment team of TikTok provides payment solutions -- including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on to ensure that our users have a smooth and secure payment experience on the TikTok platform. Responsibilities:1....
-
Dublin, Dublin City, Ireland TikTok Full timeAbout the team E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service...
-
Project Quality Assurance
4 weeks ago
Dublin, Ireland TikTok Full timeAbout the team The Linguistic Intelligence team supports model development with large-volume data annotation. We deliver automated speech recognition model training by utilizing crowdsourcing resources to provide a large quantity of annotated data. By using our model, we automatically capture speech that violates the TikTok safety policy, which is vital...
