TikTok Hiring for Service Account Specialist at Nashville, TN Full Time

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us

At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire – for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the Team:
E-commerce’s Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, merchants and creators. SET is looking for a Tier 2 Service Specialist who will be responsible for handling escalations and complex cases within the Customer/Seller/Creator Service team.

Responsibilities:

• Manage customer/seller/creator enquiries escalated by Tier 1 teams in CRM tool.
• Identify root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
• Promptly escalate critical/ high-risk cases to the appropriate authority.
• Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.
• Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
• Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations.
• Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
• Engage sellers to develop long-term relationships and confidence in TikTok E-Commerce.
• Promptly escalate critical/high-risk cases to the appropriate authority.
• Look for opportunities to identify on-going issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
• Support ad-hoc projects and initiatives per business needs.

Qualifications

• BA/BS degree or equivalent practical experience
• Minimum of 2 years’ experience in a customer service environment
• Effective, clear, and professional written and oral communication skills
• Initiative taker, problem-solver, and an eagerness to learn
• Proactive and continuous improvement attitude
• Thrives in fast and dynamic environments; has a sense of urgency
• Ability to work under high pressure
• Support business in shifts by following the local labor laws
• Meticulous and organized
• Customer service and results-oriented to handle disputes and emergencies
• Excellent skills for communicating and relating with both team members and customers
• Works comfortably with Microsoft Word and Excel
• Experience in e-commerce or marketplace platforms is a plus

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at [email protected]