TikTok Hiring for TikTok Commerce Customer Service L2 Specialist (English speaker) Job at Dublin Full Time

Responsibilities

About Us

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

The Governance and Experience team is a global team responsible for ensuring that our platform provides a safe, welcoming, and enjoyable experience for our Merchants, Creators and our community. We value user satisfaction and work on policies, rules and systems to ensure quality.

Service and Experience Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators. Service Experience Team is looking for a Tier 2 Service Specialist role who is responsible for handling escalations and complex cases within the Customer/Seller/Creator Service team. We are open to hiring for this position in Dublin, Ireland.

Roles & 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 Commerce.
• Support ad-hoc projects and initiatives per business needs.

Qualifications

• BA/BS degree or equivalent practical experience.
• Requires a minimum of 2 years’ experience in a customer service environment.
• Demonstrates effective, clear and professional written and oral communication with team members and customers.
• Eager to learn, initiative taker and problem-solver.
• Proactive and continuous improvement attitude.
• High problem solving and priority skills.
• Thrives in fast and dynamic environments and ability to work under high pressure.
• Support business in shifts by following the local labor laws.
• Meticulous and organized.
• Have a good temper to handle disputes and emergencies and must be service-oriented to handle and resolve disputes.
• Experience in E-commerce or marketplace platforms is a plus.
• Works comfortably with Microsoft Word and Excel.
• Excellent written and verbal communication skills in English.

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.