Governance Oncall Service Project Intern
TikTok
Governance Oncall Service Project Intern
TikTok
Short-form video platform with ads
About the Team TikTok Shop's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers, and creators. Our Angel OnCall team is responsible for ensuring our automation routes internal-customers to the right internal team, to resolve their query. In the event that the tool does not route correctly, or the issue is not resolved, you will analyse both rooting & resolution root-cause problems to define a recovery plan. As a Project Intern, you will contribute to impactful short-term projects and gain hands-on experience in a fast-paced, professional environment. This internship offers the opportunity to develop practical skills, apply your knowledge to real-world challenges, and explore your career interests. Applications are reviewed on a rolling basis, so we encourage you to apply early. Responsibilities: 1. Process improvements - Analyse OnCall ticket processing performance to monitor SOP effectiveness in order to have close-loop tracking for SOP improvements. - Analyse key gaps in long resolution time, or low satisfaction rate, or low close-loop rate labels for SOP optimisation to improve resolution handling time and rate. - Assist SOP PM with Full Revamp of SOP to ensure contents are updated. - Assist to restructure SOP for better agent user friendliness in order to improve resolution rate and solution accuracy. - Work with SOP PM to explore potential AI improvement projects to improve service handling / automations. 2. Quality Assurance - Conduct ticket quality analysis as well as corresponding root cause analysis to identify operational gaps. - Identify and initiate improvement actions to narrow down the quality gaps. - Assist QA Program Manager to drive quality improvement in country OnCall team and BPO OnCall team. 3. Escalation Handling - Assist in handling high priority escalations from business stakeholders. 4. Reporting - To assist ad hoc data request / reporting and scrubbing of data to conduct deep dive analysis.
Minimum Qualification(s): - Currently pursuing a Undergraduate/ Master's degree. - Structured and logical thinking with problem solving skills. - Good written and verbal communication skills. Preferred Qualification(s): - Strong understanding of the processes, working knowledge of call center operations, experience with SOP design is preferred. - Possess skills of building data dashboards as well as good data analysis competence. - Ability to thrive in a fast-paced, ambiguous environment. If you have any questions, please reach out to us at [email protected]
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
TikTok is a short-form mobile video platform that lets people create, discover, and share quick videos. Users upload vertical clips, edit them with built-in tools, and browse a personalized feed powered by an algorithm that highlights relevant content. Advertisers can use in-feed ads, branded hashtags, and the Business Center to plan and measure campaigns, making it easy for brands to reach a global audience. Its goal is to inspire creativity and bring joy by helping people express themselves and by connecting brands with a wide audience.
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