At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

ABOUT THE TEAM
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Service-Resolution (SRS) role who is responsible for handling escalations and complex cases within the partner team. We are open to hiring for this position in London.

Roles & Responsibilities
- Manage customer/seller/creator enquiries escalated by Tier 1 teams in CRM tool.
- Identify the 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 the 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 partners to develop long-term relationships and confidence in TikTok commerce.
- Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum requirement
- BA/BS degree or equivalent practical experience.
- Experience in a customer service environment.
- Written and verbal communication skills in English & Italian language, as the role involves working with Italian-speaking clients in the UK market

Preferred Qualifications:
- Demonstrates effective, clear and professional written and oral communication.
- Experience in Commerce or platforms is a plus.
- Works comfortably with Microsoft Word and Excel.
- Experience in cross function partnership

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.