Job Summary:

E-commerce Customer Success Specialist Ecommerce's Governance and Experience 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.

Minimum Skills to Hire:

- Bachelor’s degree or equivalent diploma

- 1~3 years' work experience in content moderation or e-commerce service handling.

- Excellent written and verbal communication skills in English and one local language

- Strong problem-solving skills and demonstrated multi-task capabilities and ambiguity

- Flexible for shifting schedule and changes along with it

- Ability to handle high volumes during promotions and peak seasons

Preferred Requirements       

- Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)

- Compliance or moderation operations experience is preferred

- Strong analytical and research skills

- Knowledge Ability to work in a fast and evolving environment with detail-oriented focus.

- Experience in E-Commerce buyer/seller/creator services and Trust and Safety guidelines is an added advantage.

- Experience in Microsoft Office Suite is preferred

- Preferably to have a typing speed of at least 40 words per minute

Responsibilities:

• become and remain knowledgeable and passionate about leading E-commerce products and services standards
• have strong customer service skills, verbal and written communication skills and empathy, rational decision making
• investigate and resolve issues that are reported by buyers/sellers/creators such as checking order and logistics status
• review the reported issues within agreed turnaround times and standards of quality
• escalate issues to TikTok in accordance with the MSA
• capable of coping with peaks in contact volumes during promotion seasons
• have good language requirements
• complete and pass all required basic product related trainings
• preferably have experience working with call center and service industry
• have strong understanding of e-commerce; and preferably with has a typing speed of at least 40 words per minute