Ecommerce Escalation Program Manager
hace 1 mes
About the Role
TikTok, a leading platform for short-form mobile video, is seeking an Ecommerce Escalation Program Manager to join its Global E-Commerce Governance and Experience (GNE) team. This role will be responsible for handling escalations and complex cases within the Customer/Seller/Creator Service team.
Job Summary
The successful candidate will manage customer/seller/creator enquiries escalated by BPO teams in CRM tool, identify root cause of escalated issues, and provide appropriate resolutions to deliver excellent service. They will also promptly escalate critical/high-risk cases to the appropriate authority and coordinate with other teams/departments to resolve customer issues.
Key Responsibilities:
- Manage customer/seller/creator enquiries escalated by BPO teams in CRM tool
- Identify root cause of escalated issues and provide appropriate resolutions to deliver excellent service
- Promptly escalate critical/high-risk cases to the appropriate authority
- Coordinate with other teams/departments to resolve customer issues
- Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance 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 sellers to develop long-term relationships and confidence in TikTok Shop
- Support ad-hoc projects and initiatives per business needs
Requirements:
- Bachelor's Degree in business administration, project management or equivalent practical experience
- Fluency in English is required for the role
- 3 years of experience in a customer service/customer support role
- Proven experience in leading process and tooling optimization and implementations for customer service or support team
- Proven experience in building, managing, and influencing relationships with internal and external stakeholders
Estimated Salary Range:$100,000 - $140,000 per year, depending on experience and qualifications.
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