TikTok Shop - Logistics Service Expert (Vietnam E-Commerce)

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 Seller's experience of 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 product). 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:
- Responsible for improving key service delivery metrics like CSAT, resolution rate via helping establish standard processes, and creating SOPs, training, conducting weekly reports and case studies on customer service issues and developing actionable solutions to enhance service quality and efficiency.
- Act as a liaison between product teams, operations teams, and customer service, ensuring seamless integration of policy changes based on customer feedback and operational requirements.
- Experience insight: Responsible for conducting experience insight analysis via customer enquiry data and deep diving into cases, and proactively identify improvement opportunities and work closely with a number of internal and external stakeholders to improve logistics experience improvement with focus on seller side.
- Lead projects - develop plans, facilitate meetings, coordinate cross-functional stakeholders, manage project timeline.
- Escalation processing: Serve as an escalation point for CS for logistics-related issues and help content documentation related to our logistics issues and products for our team and CS.