Partner Enablement Service Specialist
Skills
Job description for Partner Enablement Service Specialist at TikTok Vietnam
Roles & Responsibilities
- The Service Specialist will be responsible for providing timely and accurate operational support to Merchants selling on the TikTop Shop platform via proactive outbound calls or messages.
- The role is expected to address operational performance related issues of the shops, provide a diagnostic to the Seller Experience Score and suggest rooms for improvements, and contribute to a healthy business environment.
- Identify root cause of issues based on all types of data and provide appropriate resolutions in order to deliver excellent service, thus to drive Seller Satisfaction.
- Coordinate with other teams/ departments to resolve seller issues, follow-up and make sure close-loop to all escalations.
- Look for opportunities to identify ongoing issues and eliminate repeat complaints from sellers, reduce escalation rate in order to enhance operating process and improve overall customer experience.
- Adhere to established procedures and guidelines while providing quality seller 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 seller experience.
- 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 or sales environment.
- Demonstrates effective, clear and professional written and oral communication.
- 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.
- 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.
- Must be customer and result oriented.
- Experience in eCommerce or marketplace platforms is a plus.
- Works comfortably with Microsoft Word and Excel.
- Good written and verbal communication skills in English & Vietnamese.
About the company
Everyone is a creator, whether they're using our app or developing their career here at TikTok.
