TikTok Commerce Customer Experience Resolution Specialist

hace 7 días


Madrid Centro, Madrid, España Tiktok A tiempo completo
About the Role

The Service Resolution Specialist will play a crucial role in enhancing the customer experience on TikTok's e-commerce platform. This position requires a strong analytical mindset, excellent communication skills, and the ability to work collaboratively with cross-functional teams.

Key Responsibilities
  • Identify and analyze complex customer issues, developing actionable solutions to optimize the customer journey.
  • Collaborate with the Fraud and Logistics teams to strengthen tools and processes, preventing potential abuse and ensuring prompt payments to partners.
  • Conduct deep-dive analyses to identify products that could impact the trust in TikTok's marketplace, working to resolve issues and enhance the customer experience.
  • Analyze satisfaction rates and high ART improvement opportunities, implementing projects to reduce contacts, seller-violations, and increase resolution.
Requirements
  • 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 is preferred.
  • Strong understanding of processes, working knowledge of contact center operations, and experience in business, financial, or statistical analysis.
  • Good written and verbal communication skills in English and Spanish.
Preferred Qualifications
  • 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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