Customer Service Representative

Manage seller/creator inquiries escalated by account managers/tier 2 team. - Identify the 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 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.

I became a chat support handling 1 to 3 chats at a time with an AHT and I am proud to say that I am always hitting the goal metrics. I am good on tools utilization and navigation to help me with my job

I am currently working in one of the top social media platforms as part of the escalations team and I am handling different tasks and part of it is content moderation. Checking the client's live stream, videos and product listings if they are against community guidelines and if it's possible to approve. Checking if the violations enforced is right and if not, we revoke it.

Most of the job experience I had is using the CRM and salesforce tools. It will be easier for me it's the same tool that we'll be using but I like learning from scratch and I am very open-minded in learning new things.

I had an experience working in ATT as a technical support and I am always hitting my metrics. Always hitting the CSATs, AHT and ofcourse avoiding repat callers as I make sure to provide an accurate resolution in their contact.