TikTok Customer Service Agent

Job Overview
We are looking for a detail-oriented and responsible TikTok Customer Service Agent to manage customer communications across multiple TikTok Shop stores. This role focuses on handling after-sales issues, refunds, and customer satisfaction, helping maintain store ratings and reduce unnecessary losses.

Key Responsibilities
• Respond promptly and professionally to customer service messages across 3–4 TikTok Shop stores
• Handle refund-only and return & refund requests in accordance with platform and company policies
• Appeal refund orders and submit supporting evidence to TikTok when necessary
• Proactively contact customers who leave negative reviews, understand their concerns, and politely persuade them to revise or update their feedback when appropriate
• Maintain clear records of refund cases, appeals, and customer communications
• Follow standard response templates while adapting tone to different customer situations

Requirements
• Previous experience in TikTok Shop customer service, e-commerce customer support, or after-sales operations is preferred
• Strong written communication skills and a calm, patient attitude
• High sense of responsibility and attention to detail
• Ability to handle complaints and difficult customers professionally
• Familiar with refund rules, return processes, and dispute/appeal workflows on e-commerce platforms
• Able to manage multiple stores and tasks efficiently

Preferred Qualifications
• Experience handling refund appeals and review management
• Familiarity with TikTok Shop policies and seller backend
• Experience working with cross-border e-commerce stores

What We Offer
• Stable long-term role with growth opportunities
• Clear workflows and templates to support daily work
• Performance-based incentives tied to refund appeal success and review improvement

Working hours:
2 shifts available:
1st shift: GMT+8 (Manila Time): 10:00 PM – 7:00 AM with one hour break, Monday to Saturday.
2nd shift: GMT+8 (Manila Time): 7:00 AM – 4:00 PM with one hour break, Wednesday to Monday.

Salary: $250 / month + performance bonus based on monthly customer service response time and feedback rating