Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a TikTok Customer Service Representative for our Awesome CX by Transcom Davao site. This role manages customer inquiries and resolves abnormal orders on platforms like TikTok Chat. The primary goal is to maintain store performance and ensure customer satisfaction by acting as a link between customers and the operations team.

Join our Awesome CX by Transcom Family as a TikTok Customer Service Representative!

• Customer Support & Issue Resolution:

1. Promptly respond to customer inquiries via TikTok Chat and handle exception orders to ensure timely and effective resolution

• Performance Monitoring & Improvement:

1. Track and analyze store service metrics, identify issues, and drive corrective actions to enhance performance.

• Cross-Team Collaboration:

1. Identify operational bottlenecks in interdepartmental workflows, provide constructive feedback, and coordinate with operations, logistics, and other teams to implement solutions

• Proactively respond to customer inquiries and abnormal orders, ensuring timely follow-up and resolution
• Understand platform policies and internal after-sales rules to provide appropriate solutions.
• Master product information across brands and effectively apply communication templates to enhance service efficiency and quality.
• Handling dispute cases on Vesync Store’s third-party payment platforms, proactively contacting customers to verify and resolve issues, and ensuring payment disputes are addressed promptly and effectively.
• Operate TikTok backend tools to support daily service metrics and operational needs, including automated replies and order status notifications.
• Monitor store performance metrics, analyze anomalies, and take timely action to maintain satisfaction and response time targets.
• Identify and escalate collaboration issues, ensuring smooth coordination with relevant departments.
• Complete work summaries (e.g., weekly reports) to ensure transparency and follow-up.
• Respond to operational requests, such as sending targeted marketing messages, providing efficient support to operations.

• Minimum 3 years of experience in customer service or e-commerce industry, with at least 1 year in Tier 2 support. Candidates with T/T platform experience will be given priority.
• Min. Degree holder or above, Excellent written (email) and verbal communication skills with strong customer service orientation. Results-driven with proven problem-solving abilities and customer relationship management skills. Proficiency in English communication is required.
• Data driven oriental person. Knows how to find the issues/problems thru data , have abilities to provide advises to upper leader.
• Crisis management awareness with ability to proactively identify issues requiring timelynescalation.
• PPT design skilled, fast learner, Female candidates are preferred.
• E-commerce Platform Expertise: Proficient in TikTok and other e-commerce platforms with in-depth knowledge of service workflows. Strong soft skills (e.g., adaptability, emotional intelligence).
• Communication & Problem-Solving: Excellent communication and customer service orientation. Ability to think on one’s feet and handle unexpected situations. Solid data analysis skills.
• Data-Driven & Collaborative: Ability to identify issues through data analysis, drive cross-departmental collaboration, and propose actionable recommendations to improve business outcomes.
• Salesforce experienced preferred