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- Tasks: Manage escalated enquiries and improve service delivery for TikTok's e-commerce platform.
- Company: Join TikTok's Governance and Experience team, ensuring a safe marketplace.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Why this job: Make a real impact on customer experience in a fast-paced e-commerce environment.
- Qualifications: Degree or equivalent experience, with skills in escalation processes and stakeholder management.
- Other info: Dynamic role with opportunities to innovate and enhance service quality.
The predicted salary is between 36000 - 60000 £ per year.
About the team
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 Support Center (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a regional/country service delivery leader to manage our service delivery on a day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers.
Roles & Responsibilities
- Establish effective escalation SOP & process and guidelines.
- Manage seller and creator enquiries escalated by internal stakeholders teams through the oncall ticket system.
- Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service.
- Promptly escalate critical/ high-risk cases to the appropriate authority.
- Monitor the execution of improvement plans to ensure the oncall team is meeting all performance-related metrics (CSAT, SLA).
- Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.
- Partner with QA & Training Program Manager to coach the oncall service team agents on escalation case studies.
- Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall seller and creator experience and confidence in TikTok e-commerce.
- Identify areas of opportunities to improve performance, work with oncall service and operation leader to develop a comprehensive improvement plan.
- Work with the SOP, product operations, project management, QA, Education and Policy teams to optimize oncall products/systems, new and existing processes.
- Work with the GNE enforcement cross-functional teams to identify collaboration opportunities and share feedback and insights.
- Lead and facilitate effective communication between orgs, functions and teams, by building strong partnerships, moving between communication styles, developing clear and transparent communication related to programs and processes.
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Experience creating escalation process or handling escalation cases.
- Experience building, managing and influencing relationships with internal stakeholders.
Preferred Qualifications
- Experience in the eCommerce industry is a plus.
- Experience in Quality Assurance under customer service environment is a plus.
- Detail oriented, experience with KPIs and quality - QA in a customer service environment.
- Problem solver, data driven, able to work in a diverse, fast-paced environment with previous analytical experience (proficient in Excel and able to structure / analyze dashboards).
- Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.
TikTok Shop -Oncall Escalation Program Manager in London employer: TikTok
Contact Detail:
TikTok Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land TikTok Shop -Oncall Escalation Program Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the eCommerce industry, especially those who work at TikTok or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by understanding the escalation processes and service delivery metrics. Brush up on your problem-solving skills and be ready to discuss how you would handle real-life scenarios related to seller and creator enquiries.
✨Tip Number 3
Showcase your analytical skills! Be prepared to talk about how you've used data to improve processes in past roles. Highlight any experience with KPIs and quality assurance, as these are key in the role you're aiming for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team and ready to contribute to making TikTok a trustworthy marketplace.
We think you need these skills to ace TikTok Shop -Oncall Escalation Program Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the TikTok Shop role. Highlight your experience with escalation processes and how you've improved service delivery in the past. We want to see how you can bring your unique skills to our team!
Showcase Your Problem-Solving Skills: In your application, share specific examples of how you've tackled complex issues in a fast-paced environment. We love data-driven problem solvers, so don’t forget to mention any analytical tools or methods you've used to achieve results.
Communicate Clearly: Since this role involves a lot of coordination and communication, make sure your written application is clear and concise. Use straightforward language and structure your thoughts logically. We appreciate good communicators who can convey their ideas effectively!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our team and culture!
How to prepare for a job interview at TikTok
✨Know Your Escalation Processes
Make sure you understand the escalation processes and SOPs relevant to the role. Be ready to discuss your experience in creating or managing these processes, as well as how you've handled escalated cases in the past.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've identified root causes of issues and implemented solutions. Highlight your analytical skills and any data-driven decisions you've made that improved service delivery or customer satisfaction.
✨Build Relationships with Stakeholders
Think about how you've built and managed relationships with internal stakeholders in previous roles. Be prepared to share specific examples of how you’ve influenced others and facilitated effective communication across teams.
✨Demonstrate Your Attention to Detail
Since this role requires a keen eye for detail, come equipped with examples that showcase your ability to monitor performance metrics and improve processes. Discuss any experience you have with KPIs and how you've used them to drive improvements.
