E-Commerce Oncall Service Specialist (EMEA Market)

About ByteDance Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok and Helo as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content. --- Why Join Us Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve. Join us. --- ByteDance is a part of a global internet technology group operating a range of content platforms, including TikTok, that inform, educate, entertain and inspire people across languages, cultures and geographies. -- About The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands. --- Responsibilities - Manage seller/creator enquiries escalated by account managers/tier 2 team. - Identify root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to 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 make sure close-loop to all escalations. - 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 E-commerce. - Promptly escalate critical/ high-risk cases to the appropriate authority. - Look for opportunities to identify on-going issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer/seller experience. - Support ad-hoc projects and initiatives per business needs.

Minimum Qualifications - BA/BS degree or equivalent practical experience. - 2 years' experience in a customer service environment. - Demonstrates effective, clear and professional written and oral communication. - Support business in shifts by following the local labor laws. --- Preferred Qualifications - Experience in eCommerce or marketplace platforms is a plus. - Works comfortably with Microsoft Word and Excel. - Good written and verbal communication skills in English to facilitate cross-border collaboration with internal stakeholders and operational support customers in EMEA on our E-Commerce Platform. --- ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.