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Commerce Service Resolution Expert

2 months ago

London, Greater London, United Kingdom TikTok Full time

About the Team

The Role:

As a Service Resolution SME, you will play a crucial role in ensuring our partners achieve maximum revenue, minimize violations, and maximize positive reviews on the TikTok platform.

This position will serve as the primary and proactive service interface between TikTok and its partners, fostering a collaborative environment that drives business growth and customer satisfaction.

Key Responsibilities:

  • Develop and implement projects that enhance partner experience through reduced violations, increased GMV, and improved service quality.
  • Provide timely and accurate operational support to partners, diagnosing performance issues and analyzing data to identify root causes.
  • Conduct effective communication with partners, promoting guidance on platform rules and regulations, and holding improvement sessions to address fulfillment and service performance.
  • Collaborate with cross-functional teams to resolve partner issues, ensuring close-loop communication and follow-up on all escalations.
  • Build long-term relationships with partners, promoting confidence in TikTok and driving business growth.
  • Adhere to established procedures and guidelines, providing quality partner service that meets and exceeds department standards.
  • Identify ongoing issues and eliminate repeat complaints from partners, reducing escalation rates and enhancing operating processes.
  • Partner with Voice of Customer PMs to identify customer friction points and address them to reduce customer effort.

Requirements:

  • Bachelor's degree or above, with over 3 years of relevant working experience in resolving customer issues as an expert.
  • Previous experience in customer service/escalation roles, SOP design, and cross-functional collaboration.
  • Strong understanding of processes, working knowledge of contact center operations, and experience in business, financial, or statistical analysis.
  • Proficiency in French and English in a professional setting, with the ability to work with French-speaking and English-speaking accounts in the UK market.