TikTok Shop - Internal Resolution Specialist (Malaysia)
- Kuala Lumpur
- Permanent
- Full-time
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
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.MED (Merchant Ecosystem Development), are a team of 60 TikTok Shop frontliners who primarily handle various aspects of the Seller journey. This includes merchant Acquisition, Incubation, Education, Engagement, and also TikTok Shop Partners & Vendors (TSP) management. We work closely with Sellers and Merchants to help them onboard smoothly and improve their performance, then graduate to higher tiers within TTS. Our team also handles external speaking, training and engagement events, and works with the Government and other related corporations on all related partnerships, in order to build solid grassroot foundations for the local community, and maintain a healthy revenue inflow for our MY operations. We look forward to welcoming you on board!In this role, you will be responsible for building & optimising required processes to resolve merchant & partner issues by working with internal and cross functional teams in TikTok Shop with the purpose of establishing processes that can support creating better internal & external customer experience.Responsibilities:
- Serve as primary point of contact for merchants with TikTok Shop Partners experiencing technical issues. Devising necessary processes to resolve technical issues faced by TikTok Shop Partners & their merchants. This includes addressing technical issues raised by TikTok Shop Partners, and merchants related to the TikTok Shop platform, including account setup, product management, order processing, advertising campaigns, and partner API integrations
- Identify common technical issues and patterns, work with cross functional, product and engineering teams to resolve the issue where relevant, or escalate to relevant parties and implement preventive measures. Provide feedback on user experience, interface improvements, and feature requests to enhance merchant and partner satisfaction and minimize technical issues within the TikTok Shop ecosystem
- Communicate technical information and solutions effectively to non-technical merchants and partners, ensuring a clear understanding of the problem and steps for resolution. Provide timely updates to merchants and partners regarding issue statuses and resolutions, maintaining a high level of transparency and proactive communication
- Work with Governance & Experience ("GNE") & Logistics department to ensure internal operations teams, partners are updated with GNE & Logistics policies; identify potential processes & propose solutions with internal operations to improve GNE & Logistics experience for the platform
- Track and maintain accurate records of support interactions, technical issues, and resolutions using a ticketing system. Generate reports on key performance indicators (KPIs), such as response time, resolution time, and customer satisfaction, to measure and improve support effectiveness for merchants and TikTok Shop partners
- Document issue details, troubleshooting steps, and resolution processes accurately and comprehensively. Contribute to the development and maintenance of a knowledge base to ensure efficient issue resolution and self-help resources for merchants, TikTok Shop Partners, and where relevant internal operations teamQualifications:Minimum Qualifications
- Proven experience in providing exceptional customer service and able to effectively communicate technical solutions to non-technical users
- Experienced in troubleshooting and adapting approaches to different scenarios and teams
- Proficiency in technical terms and understanding of e-commerce platforms, online marketplaces, and partner integrationsPreferred Qualifications
- Minimum 3 years of experience in a customer-support facing roleTikTok 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.