TIKTOK ACCOUNT HANDLER

Employment Type: Full-Time

Work Setup: On-Site

Department: E-Commerce / Online Sales

JOB SUMMARY

We are looking for a TikTok Account Handler who will be responsible for managing and maintaining our online stores, ensuring smooth day-to-day operations, increasing sales, and providing an excellent customer shopping experience.

The ideal candidate is organized, detail-oriented, proactive, and knowledgeable in TikTok Shop operations, with a strong understanding of e-commerce trends and online selling.

KEY RESPONSIBILITIES

E-Commerce Account Management

• Manage and maintain the company's TikTok Shop accounts.
• Update product listings, descriptions, prices, variations, images, and inventory.
• Monitor store performance, orders, cancellations, returns, and customer concerns.
• Ensure products are properly categorized and optimized for search visibility.
• Monitor and maintain store ratings, reviews, and account health.
• Ensure compliance with TikTok Shop policies and guidelines.

Order & Inventory Management

• Monitor incoming orders and coordinate with the warehouse team for timely processing.
• Check product availability and update inventory regularly.
• Coordinate order concerns, cancellations, returns, refunds, and failed deliveries.
• Ensure orders are processed and shipped within the required platform timelines.

Customer Service

• Respond promptly and professionally to customer inquiries, comments, and messages.
• Handle customer complaints and provide appropriate solutions.
• Monitor product reviews and ratings and address customer concerns.
• Maintain a positive and professional store image.

Promotions & Sales

• Create and manage store promotions, vouchers, discounts, bundles, and campaigns.
• Participate in TikTok Shop platform campaigns and promotional events.
• Monitor competitors, pricing, trends, and best-selling products.
• Recommend strategies to improve store traffic, conversion, and sales.
• Monitor daily, weekly, and monthly sales performance.

TikTok Shop Support

• Assist in managing TikTok Shop product catalogs and promotions.
• Coordinate with the TikTok content/live-selling team regarding products and promotions.
• Monitor product performance from TikTok content and LIVE selling.
• Help identify trending products, content, and selling opportunities.
• Assist in optimizing products for TikTok Shop visibility and conversion.

Reporting & Analysis

• Prepare regular reports on sales, orders, revenue, product performance, and store metrics.
• Track campaign and promotional performance.
• Analyze sales data and identify areas for improvement.
• Provide recommendations based on store performance and customer behavior.

QUALIFICATIONS

• At least 1 year of experience in Shopee, TikTok Shop, Lazada, or other e-commerce platforms is preferred.
• Experience managing an online store or e-commerce account is an advantage.
• Familiarity with Shopee Seller Centre and TikTok Shop Seller Center.
• Knowledge of online selling, promotions, vouchers, campaigns, and product listing optimization.
• Strong communication and customer service skills.
• Excellent organizational and time-management skills.
• Detail-oriented and able to work with minimal supervision.
• Proficient in Microsoft Excel/Google Sheets.
• Willing to work FULL-TIME ON-SITE.
• Willing to learn and adapt to changing e-commerce trends and platform policies.

PREFERRED SKILLS

• Experience handling high-volume Shopee/TikTok Shop accounts.
• Knowledge of TikTok Shop affiliate programs and creator campaigns.
• Basic understanding of e-commerce analytics and sales metrics.
• Experience with TikTok LIVE selling is a plus.
• Basic knowledge of Canva or other content-editing tools is an advantage.
• Strong problem-solving and multitasking skills.
• Sales-oriented and target-driven.

KEY PERFORMANCE INDICATORS (KPIs)

Performance may be evaluated based on:

• Sales and revenue growth
• Order fulfillment and processing performance
• Store rating and customer satisfaction
• Response rate and response time
• Product listing accuracy
• Campaign and promotion performance
• Conversion rate
• Store traffic and product views
• Reduction of cancellations, returns, and order issues
• Overall Shopee and TikTok Shop account health

PERSONAL QUALITIES

We are looking for someone who is:

• Proactive and responsible
• Highly organized and detail-oriented
• Fast learner
• Customer-focused
• Sales-driven
• Able to multitask
• Good at problem-solving
• Comfortable working with deadlines and targets
• Willing to take initiative rather than wait for instructions