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Customer Resolution Expert

hace 2 meses

Madrid Centro, Madrid, España Tiktok A tiempo completo

About Us: TikTok is a leading short-form mobile video platform, driven by a mission to inspire creativity and bring joy. Our global headquarters are located in Los Angeles and Singapore, with offices in various international locations.

Why Work with Us: At TikTok, creation is at the core of our purpose. Our platform empowers imagination and innovation. We foster a collaborative environment where employees can learn, innovate, and grow together, driving impact for ourselves, our company, and the communities we serve.

About the Role:

The Service Resolution SME: This role involves gathering, interpreting, and utilizing complex data to develop actionable steps for project management with cross-functional teams to optimize the customer journey. As a subject matter expert, you will identify trends in existing service cases, potential buyer concessions, seller delays, and products impacting marketplace trust, taking steps to mitigate customer impact.

How This Role Contributes to Our Mission: As we expand and develop new categories, we aim to instill confidence in our buyers, sellers, and creators that our platform is a trusted, safe marketplace.

Key Responsibilities:

  1. Partner Concession: Assess refund patterns to identify potential process risks, working with our Fraud & Logistic teams to strengthen tools and processes to prevent abuse.
  2. Partner Related Payment: Identify KYC or payment-processing gaps that may result in delayed partner payments. Collaborate with the finance team to improve tools and processes for prompt payments.
  3. Category Reputation: Conduct deep dive analysis of high-risk categories to identify products impacting our marketplace until issues are resolved.
  4. Satisfaction Rates & High ART Improvement: Analyze DSATs and high-resolution time inquiries to enhance operating processes and improve overall customer experience. Define, build, implement, and monitor projects that increase customer experience through reduced contacts (CPO), reduced seller violations, and increased resolution.

Requirements:

Minimum Qualifications:

  1. Bachelor's degree or above, with over 3 years of relevant experience in resolving customer issues as an expert.
  2. Previous experience in customer service/escalation roles, SOP design, and cross-functional collaboration preferred.
  3. Strong understanding of processes and contact center operations.
  4. Experience in business, financial, or statistical analysis.
  5. Good written and verbal communication skills in English & Spanish.

Preferred Qualifications:

  1. 3+ years of experience in business analysis and reporting management within Customer Service.
  2. Experience in commerce platforms in the relevant region.
  3. Proven experience in data analysis, particularly in conducting root cause analysis.

TikTok is committed to creating an inclusive environment where employees are valued for their skills, experiences, and unique perspectives.