Shop - International Logistics Service Expert (Malaysia E-Commerce) - TikTok算法

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Logistics Service Excellence (LSE) is a global team that acts as a bridge between Tik Tok 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:

• BPO Management: Manage the BPO team in Kuala Lumpur, overseeing complaint ticket operations, delivering business outcomes, and driving BPO cost optimization.
• Rules & Claims Operations: Lead the optimization of platform logistics rules for both merchant-facing and consumer-facing operations across overseas markets, improving customer service satisfaction through rule enhancements. Own the data capability buildout for claims operations; conduct in-depth analysis of logistics claims data to surface operational issues and drive resolution.
• Cross-functional Collaboration: Work closely with the experience operations team to improve the efficiency and quality of complaint ticket handling through tight cross-team partnership.

Requirements:

• Minimum Qualification(s)

• Experience: Bachelor's degree or above, with 3+ years of experience in customer service management within e-Commerce platforms.

• Analytical Skills: Able to identify business pain points through data analysis and case reviews, translate business requirements into structured product specs, and drive implementation.

• Stakeholder Management: Strong business execution ability, with proven cross-team and cross-functional communication and coordination skills.

• Language: Business-level fluency in both English and Mandarin is required, as key stakeholders for this role are based in Mainland China.

• Preferred Qualification(s)

• Prior experience in BPO/outsourced customer service management or experience operations.

• Operations Background: Prior experience in customer service and logistics operations, with a strong command of last-mile and delivery operations.

• Process Excellence: Track record of creating process maps, SOPs, and operational documentation that standardize workflows at scale.

• Global Exposure: Experience operating in a large, international organization with a diverse, multi-market workforce.

• Partnership Management: Proven experience managing and deepening relationships with key stakeholders and external partners.