Social Media Advisor (German & English)

The leading destination for short-form mobile video, with the mission is to inspire creativity and bring joy. Our client creates to inspire - for you, for us, and for more than 1 billion users on the platform, leading with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. The company has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. Primary Responsibility You will be part of a global team that's responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. Manage customer/seller/creator enquiries proficiently and professionally while meeting specific quality expectations. Identify root cause of reported issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool. Promptly escalate critical/ high-risk cases to the appropriate authority. Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations. Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience. Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards. Engage sellers to develop long-term relationships and confidence in client's E commerce. Support ad-hoc projects and initiatives per business needs.