Global E-commerce - Service Resolution SME (KAS) - Philippines

Responsibilities

About Us

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including Helo and Resso, 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 Team

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of Global E-commerce. SMT is looking for a Service Resolution SME (SRS) who will focus on ensuring our sellers of Global E-commerce can get the most out of the platform. This role will act as the primary and proactive service interface between Global E-commerce and its sellers. We are open to hiring for this position in Philippines.

Responsibilities

• The Service Resolution SME (SRS) will be responsible for providing timely and accurate operational support to Merchants selling on the Global E-commerce platform via proactive outbound calls or messages for escalations.
• Diagnose seller operational performance, analyze performance data and deep dive on sellers pain point, dig for root cause, with the current product and process to assist the seller solve their problems.
• Conduct effective communication with sellers, including early warning communication with risky sellers, promote guidance on platform rules and regulations, and hold improvement sessions with sellers on their fulfillment and service performance.
• Coordinate with cross-functional teams to resolve seller issues, follow-up and make sure close-loop to all escalations.
• Engage sellers to develop long-term relationships and confidence in Global E-commerce.
• Adhere to established procedures and guidelines while providing quality seller service in order to meet and exceed department standards.
• Look for opportunities to identify ongoing issues and eliminate repeat complaints from sellers, reduce escalation rate in order to enhance operating processes and improve overall customer experience.
• Support ad-hoc projects and initiatives per business needs.
  
  

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• 3+ years experience in a customer service or sales environment.
• Experienced in handling disputes and emergencies professionally.
• Experience working directly with clients/customers.
• Demonstrates effective, clear and professional written and oral communication.
• Eager to learn, initiative taker and problem-solver.
• Analytical and critical thinker.
  
  

Preferred Qualifications

• Experience in E-Commerce or marketplace platform is a plus.
  
  

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.