Customer Service Specialist

Responsibilities
About Us
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
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the Team
The Governance and Experience team is a global team responsible for ensuring that our platform provides a safe, welcoming, and enjoyable experience for our Merchants, Creators and our community. We value user satisfaction and work on policies, rules and systems to ensure quality.

Brazil Commerce function is looking for a Tier 2 Service Specialist role who is responsible for handling escalations and complex cases within the Customer/Seller/Creator services team. We are open to hiring for this position in São Paulo, Brazil

Roles & Responsibilities
- Provide customer/seller/creator support to inquiries escalated by Tier 1 teams in CRM tool
- Work in shifts at the contact center services
- Identify root causes 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 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 experience
- Support ad-hoc projects and initiatives per business needs

**Qualifications**:

- BA/BS degree or equivalent practical experience
- Minimum of 2 years' experience in a customer service environment. Experience in eCommerce or marketplace platform is a plus
- Excellent written and verbal communication skills in English & Brazilian Portuguese, demonstrating effective, clear and professional written and oral communication
- Good interpersonal skills to relate with both team members and customers, being result-oriented
- Proactive problem-solver and continuous improvement attitude
- Thrives in fast and dynamic environments, including under high pressure
- Works comfortably with Microsoft Word and Excel
- Available to work in shifts

D&I Statement
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.