Responsibilities

- The Service Resolution SME (SRS) will be responsible for providing timely and accurate operational support to Merchants selling on the TikTok Shop platform via proactive outbound calls or messages for escalations.

- Diagnose seller operational performance, analyze performance data and deep dive on sellers pain point, dig for root cause, with the current product and process to assist the seller solve their problems.

- Conduct effective communication with sellers, including early warning communication with risky sellers, promote guidance on platform rules and regulations, and hold improvement sessions with sellers on their fulfillment and service performance.

- Coordinate with cross-functional teams to resolve seller issues, follow-up and make sure close-loop to all escalations.

- Engage sellers to develop long-term relationships and confidence in TikTok E-commerce.

- Adhere to established procedures and guidelines while providing quality seller service in order to meet and exceed department standards.

- Look for opportunities to identify ongoing issues and eliminate repeat complaints from sellers, reduce escalation rate in order to enhance operating processes and improve overall customer experience.

- Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualifications

- BA/BS degree or equivalent practical experience.

- 3+ years experience in a customer service or sales environment.

- Experienced in handling disputes and emergencies professionally.

- Experience working directly with clients/customers.

- Demonstrates effective, clear and professional written and oral communication.

- Eager to learn, initiative taker and problem-solver.

- Analytical and critical thinker.

- Thrives in fast-paced environments.

Preferred Qualifications

- Experience in E-Commerce or marketplace platform is a plus.