Manager, Customer Service​/HelpDesk

Overview

E-Commerce Tier 2 Service Specialist. E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators. The Service and Experience Team (SET) is part of GNE and is dedicated to providing world-class service and experience for customers, sellers, and creators. SET is seeking a Tier 2 Service Specialist responsible for handling escalations and complex cases within the Customer/Seller/Creator Service team.

• Manage customer/seller/creator inquiries escalated by Tier 1 teams in the CRM tool.
• Identify root causes of escalated issues and provide appropriate resolutions; summarize Q&A and log in 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 ensure a close loop on all escalations.
• Identify ongoing issues and eliminate repeat complaints to reduce escalation rate and enhance operating processes and 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 delivering quality customer service to meet and exceed department standards.
• Engage sellers to develop long-term relationships and confidence in Tik Tok E-commerce.
• Support ad-hoc projects and initiatives per business needs.
• Work in shifts as required, following local labor laws.

• BA/BS degree or equivalent practical experience.
• Minimum of 2 years’ experience in a customer service environment.
• Demonstrates effective, clear, and professional written and oral communication.
• Eager to learn, proactive, problem-solver with a continuous improvement mindset.
• Strong problem-solving and prioritization abilities; thrives in fast and dynamic environments and can work under high pressure.
• Meticulous, organized, and customer-service oriented with a focus on results.
• Excellent communication and relationship-building skills with both team members and customers.
• Experience in eCommerce or marketplace platforms is a plus.
• Proficient with Microsoft Word and Excel.
• Good written and verbal communication skills in English and Vietnamese.