Responsibilities:

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy.

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 Platform Governance team, together we can build an e-commerce ecosystem that is innovative, secure and intuitive for our users.

In this role, you will be responsible for working with, and improving the policies, guidelines & regulations of our E-commerce platform, from the perspective of risk management & services to ensure platform health and credibility.

Roles & Responsibilities:

• Quickly understand, troubleshoot and deal with feedback from platform users, follow up with ongoing issues until resolved in a timely manner
• Analyse and summarise user requirements and feedback, coordinate with internal stakeholders to optimise workflow & product features
• Monitor data, create reports and provide ideas to improve user experience and customer service
• Be personable, professional and responsive while representing TikTok externally
• Undertake CRM (customer relationship management) projects independently
• Qualifications
• At least 1+ year of customer service experience. Fresh graduates are welcome to apply
• Passionate about Internet industry and familiar with e-commerce workflow
• Excellent communication, interpersonal skills as well as eloquent writing skills. Chinese language ability will be a plus
• High attention to detail. Customer empathy with ability to understand customer needs
• Able to work on a rotating shift schedule that ensures 24/7 on call coverage for customers
• Proficient in Ms Office (Excel, Word)

Our Mission:

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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.

Additional Requirements

• Proficient in Ms Office