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TikTok Shop-Service Resolution Subject Matter Expert, Service Key Account
4 months ago
About 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 trusted platform, this role will lead a team that will coach and educate our key accounts, to ensure the products, logistics and returns exceed buyer expectations. Responsibilities- Define, build, implement and monitor projects that increase partner experience through reduced violations, increase GMV with service and account-manager stakeholders;- The Service Resolution SME will be responsible for providing timely and accurate operational support to partners- Diagnose partner operational performance, analyze performance data and deep dive into partners' pain points, dig for root cause, with the current product and process to assist the partner solve their problems;- Conduct effective communication with partners, including early warning communication with risky partners, promote guidance on platform rules and regulations, hold improvement sessions with partners on their fulfillment and service performance;- Coordinate with cross-functional teams to resolve partner issues, follow-up and make sure close-loop to all escalations;- Engage partners to develop long-term relationships and confidence in TikTok;- Adhere to established procedures and guidelines while providing quality partner service in order to meet and exceed department standards;- Look for opportunities to identify ongoing issues and eliminate repeat complaints from partners, reduce escalation rate in order to enhance operating processes and improve overall customer experience;- Partner with our Voice of Customer PM's to identify customer friction points caused by gaps in our training curriculum or quality framework, and address to reduce customer effort;- Support ad-hoc projects and initiatives per business needs;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;
