Logistics Service Account Management Coordinator - TikTok | London

Language requirement

English plus one EU language: French, Spanish, Italian or German (priority). Polish or Chinese speakers will also be considered.

Purpose of role

Support and provide direct communication to top sellers on logistics-related topics to ensure they have a frictionless operational experience, as well as providing guidance on platform rules and regulations.

Responsibilities

• Support and provide direct communication to top EU sellers on logistics-related topics to ensure they have a frictionless operational experience, as well as providing guidance on platform rules and regulations.
• Coordinate with logistics and cross-functional teams to provide resolutions to seller issues within SLAs.
• Address escalations within targeted resolution times to ensure satisfaction, identifying root causes and promote changes to prevent further escalations.
• Use internal tools to address queries and education to sellers, performing adhoc data consolidation as necessary.
• Coordinate with outsourced agents and ensure front-line teams deliver best in class quality experience and resolution, meeting the sellers' expectations.

Minimum requirements

• Excellent digital written communication skills in English, plus an EU language (French, Spanish, Italian or German as priority; Polish or Chinese speakers will also be considered).
• Experience in a customer service environment and/or handling escalations.
• Able to provide written communication effectively with internal teams and sellers to support project execution.
• Comfortable working in a fast-paced environment.

Preferred skills and qualifications

• Problem solver: happy to take ownership of a problem and own it through to resolution.
• High attention to detail.
• Tech savvy: comfortable using new tools with limited instructions.
• Basic understanding of ecommerce shipping and warehousing.

About TikTok

Our mission is to inspire creativity and bring joy. TikTok is an inclusive platform built upon the foundation of creative expression. We encourage our employees and users to celebrate what makes them unique, while finding a community that does the same.

TikTok is committed to being an equal opportunity employer where everyone can bring their authentic self to work. We believe diversity is strength and that the best ideas are born in environments where everyone is seen and heard.