LSE Customer Service - GTL Logistics Indonesia

Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikToks global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikToks purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. Thats how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. 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 aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.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 product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.

About the Team
Logistics Service Excellence (LSE) is a global team that acts as a bridge between TikTok Shop Logistics teams and Customer Service (CS). We act as Subject Matter Experts for the Customer Service team for logistics-related issues, cooperating with them on a number of initiatives to ensure they are able to correctly and efficiently handle logistics issues (SOPs, training, coaching, new launch support). On the logistics-side, we bring buyer/seller insights to our business and product teams, and advocate for the best possible user experience with our platform and services.

Responsibilities:

• Serve as an escalation point for CS for logistics related issues
• Managing day to day tickets from partner and internal cross functions
• Collaborate closely with logistics teams to manage and submit claims, ensuring all parties are aligned and informed throughout the claims process
• This role will be located at GTL Warehouse Cawang

Qualifications

Minimum Qualifications:

• 3+ years of experience with program/project management working in E-commerce, ideally interacting with Customer/Seller Support Operations
• Experience driving user experience improvement or contact reduction programs/projects, delivering quantifiable results
• Understanding of working with data and utilizing dashboards to track and analyze trends effectively
• Ability to adapt to ambiguity and quickly changing priorities

Preferred Qualifications:

• Prior experience in logistics and operations, with a strong understanding of warehouse functions and knowledge of operational workflows
• Understand how customer service works at a detailed level
• Experience managing a relationship with Customer Service teams (metrics/performance management, resource optimization, relationship building)

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.