SWAT Specialist

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikToks 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. Thats how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Description
E-commerces Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for SWAT Specialist role who is responsible for handling escalations and complex cases within the Customer/Seller/Creator Service team.

Roles & Responsibilities

a) Tier 2 Service Specialist Tickets:
1 Manage customer, seller, and creator inquiries escalated by Tier 1 teams in ByteHi.
2. Identify the root causes of escalated issues and provide appropriate resolutions in order to deliver excellent service.
3. Coordinate with other teams/departments to resolve customer issues, follow-up, and make sure close-loop to all escalations.
4. Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.

b) Repeated Inquiries and CPO Improvement
1. Analyze, deep dive, and look for opportunities regarding ongoing issues to eliminate repeat complaints in order to enhance the operating process and improve overall customer experience.
2. Creating reports, tracking, and taking ownership of the areas of enhancement identified from ideation to implementation.
3. Support and align implementations across SEA countries.

c) Satisfaction rates & High ART Improvement
1. Analyze, deep dive, and look for opportunities regarding DSATs received and high-resolution time inquiries in order to enhance the operating process and improve overall customer experience.
2. Creating reports, tracking, and taking ownership of the areas of enhancement identified from ideation to implementation.
3. Support and align implementations across SEA countries.

d) Bad Case Sharing
1. Analyze, deep dive, and identify areas of enhancements from the bad cases compiled.
2. Provide strong support to knowledge management and facilitate internal sharing with cross-function teams.

e) High-Risk Cases & Manager Escalations
1. Take over the high-risk/manager escalations tickets, and respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.

f) Governance, F&L, and IPR Escalations
1. Handles cases escalated by Governance, Fraud & Loss, and IPR Teams.
Qualifications

• BA/BS degree or equivalent practical experience.
• requires a minimum of 2 years experience in a customer service environment.
• Demonstrates effective, clear and professional written and oral communication.
• Eager to learn, initiative taker and problem-solver.
• Proactive and continuous improvement attitude.
• High problem solving and priority skills.
• Thrives in fast and dynamic environments.
• Ability to work under high pressure.
• Support business in shifts by following the local labor laws.
• Meticulous and organized.
• Have a good temper to handle disputes and emergencies.
• Must be customer service and result-oriented.
• Excellent skills for communicating and relating with both team members and customers.
• Experience in eCommerce or marketplace platforms is a plus.
• Works comfortably with Microsoft Word and Excel.
• Good written and verbal communication skills in English & Indonesian for internal collaboration and external collaboration with local TikTok Shop sellers and content creators in Indonesia.

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.