TikTok Service Resolution Specialist, German Speaking
5 days ago
About the Team
The Role:
As a Service Resolution Subject Matter Expert, 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.
How the Role Contributes to Our Mission
To create the most trusted platform, you will lead a team that will coach and educate our key accounts to ensure their products, logistics, and returns exceed buyer expectations. Your responsibilities will include:
- Defining, building, implementing, and monitoring projects that increase partner experience through reduced violations, increased GMV with service and account-manager stakeholders.
- Providing timely and accurate operational support to partners.
- Diagnosing partner operational performance, analyzing performance data, and identifying root causes to assist partners in solving their problems.
- Conducting effective communication with partners, including early warning communication with risky partners, promoting guidance on platform rules and regulations, and holding improvement sessions with partners on their fulfillment and service performance.
- Coordinating with cross-functional teams to resolve partner issues, following up, and ensuring close-loop communication on all escalations.
- Engaging partners to develop long-term relationships and confidence in TikTok.
- Adhering to established procedures and guidelines while providing quality partner service to meet and exceed department standards.
- Identifying ongoing issues and eliminating repeat complaints from partners to reduce escalation rates and enhance operating processes.
- Partnering with Voice of Customer PMs to identify customer friction points caused by gaps in our training curriculum or quality framework and addressing them to reduce customer effort.
- Supporting ad-hoc projects and initiatives as needed.
Minimum Qualifications
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.
- The ability to work with German and English in a professional setting, as the role may involve working with German-speaking and English-speaking accounts in the UK market.
Preferred Qualifications
While not required, the following qualifications would be beneficial:
- 3+ years of 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.
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London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe Role:As a Service Resolution Subject Matter Expert, 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...
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London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe Role:As a Service Resolution Subject Matter Expert, 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...
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London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe Role:As a Service Resolution Subject Matter Expert, 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...
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London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe Role:As a Service Resolution Subject Matter Expert, 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...
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