TikTok Shop

3 months ago

London, United Kingdom TikTok Full time

About the team

About us: Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.The Role: Key-Account Service Manager will focus on ensuring our sellers of TikTok Shop 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 Global E-commerce and its sellers. How the Role contributes to our Mission: To create the most trusted eCOMM 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 seller experience through reduced violations, increase GMV with service and account-manager stakeholders;- The Service KA Manager will be responsible for providing timely and accurate operational support to merchants selling on the TikTok Shop platform via proactive outbound calls or messages;- Diagnose seller operational performance, analyze performance data and deep dive into sellers' pain points, 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, 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;- 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- BA/BS degree or equivalent practical experience;- 2 years experience in a sales or service organisation;- Project planning, risk management and time management skills;- Experience working with working with German speaking clients and be able to communicate in English and German- Proficiency in project management software and spreadsheet tools; Preferred Qualifications- Experience in eCommerce platforms in the relevant region;- People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment;- Proven experience in data analysis, particularly in conducting root cause analysis;- Excellent written, verbal and interpersonal communication skills with experience to present to C-Level leadership;

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