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Service Resolution Specialist
2 months ago
About the Role
We are seeking a highly skilled and experienced Service Resolution Specialist to join our team at TikTok. As a key member of our customer service team, you will be responsible for providing timely and accurate operational support to our partners, ensuring their experience is enhanced through reduced violations and increased GMV.
Key Responsibilities
- Develop and implement projects that drive partner experience improvement, focusing on reduced violations and increased GMV through collaboration with service and account-manager stakeholders.
- Provide expert operational support to partners, ensuring timely and accurate resolution of their issues.
- Analyze partner operational performance, identifying areas for improvement and developing strategies to address pain points and root causes.
- Communicate effectively with partners, promoting guidance on platform rules and regulations, and holding improvement sessions to enhance their fulfillment and service performance.
- Adhere to established procedures and guidelines, ensuring 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 our Voice of Customer PM's to identify customer friction points caused by gaps in our training curriculum or quality framework, and address these to reduce customer effort.
- Support ad-hoc projects and initiatives as needed.
Requirements
To be successful in this role, you will need:
- A 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.
- A strong understanding of processes and working knowledge of contact center operations.
- Experience in business, financial, or statistical analysis.
- Proficiency in French and English, with the ability to work in a professional setting with French-speaking and English-speaking accounts in the UK market.
Preferred Qualifications
- 3+ years of experience in business analysis and reporting management within Customer Service.
- Proven experience in data analysis, particularly in conducting root cause analysis.
