Tik Tok Customer Service Representative

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Our Mission

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To craft authentic streetwear built on respect, loyalty, and trust for the culture.

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Our Vision

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To be the global leader in streetwear essentials, driven by unfiltered authenticity, timeless silhouettes, and relentless innovation.

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About Shaka Wear

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Founded in South Los Angeles in 2004, Shaka Wear is a premium streetwear essential brand built on authenticity, quality, and culture. From our world-famous heavyweight tees to our growing collection of streetwear staples, we don't just make clothing. We make a statement. We're rooted in the spirit of LA and driven by a belief that true style lives in the basics. As we continue to grow, we're building a team that shares our passion for the culture and our hunger to push the brand to the next level.

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About the Role

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We're looking for an energetic, customer-focused TikTok Customer Service Representative to support our rapidly growing TikTok Shop business. In this role, you'll communicate directly with customers through TikTok Shop, helping resolve inquiries, process order issues, and create positive customer experiences that reflect the Shaka Wear brand.

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If you're tech-savvy, thrive in a fast-paced environment, and understand TikTok culture and eCommerce, we'd love to meet you.

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Objectives of the Role

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• Respond promptly to customer inquiries through TikTok Shop messaging.
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• Assist customers with order status, shipping updates, returns, exchanges, and product questions.
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• Resolve customer concerns professionally while maintaining a positive brand voice.
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• Monitor TikTok Shop reviews and help improve customer satisfaction ratings.
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• Escalate complex issues to the appropriate departments when necessary.
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• Collaborate with warehouse and operations teams to ensure timely issue resolution.
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• Maintain accurate records of customer interactions.
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• Stay current on TikTok Shop policies and Shaka Wear products.
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• Identify recurring customer issues and recommend process improvements.
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  Required Skills & Qualifications

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  • 2+ years of customer service experience.
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  • Experience with TikTok Shop, Shopify, or online marketplaces is preferred.
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  • Excellent written communication and problem-solving skills.
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  • Comfortable multitasking in a fast-paced environment.
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  • Strong attention to detail and organizational skills.
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  • Positive attitude with a customer-first mindset.
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  • Familiarity with streetwear or fashion brands is highly preferred.
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  • Bilingual (English/Spanish) is a plus.
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  Preferred Skills

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  • Experience using customer service platforms such as Gorgias, Zendesk, or Freshdesk.
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  • Knowledge of shipping carriers and order fulfillment processes.
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  • Strong understanding of TikTok trends and social commerce.
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  • Ability to de-escalate customer concerns with empathy and professionalism.
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  What We Offer

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  • Employee discounts on Shaka Wear products
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  • Medical, Dental, and Vision benefits.
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  • Comprehensive 401(k) package.
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  Our Culture

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  At Shaka Wear, we move fast, think big, and take pride in what we build. We’re a growing team and your work will have real, visible impact from day one. We value people who perform, take ownership, and bring genuine passion to what they do. The environment is creative, street culture-driven, and entrepreneurial. We don't do things the conventional way, and that's by design.

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  Our Core Values:

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  • Authenticity: We stay true to our roots and our culture in everything we do.
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  • Quality over everything: We don't accept anything less than the best, and neither should you.
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  • Loyalty: To the culture, to our team, and to the people who wear our brand.
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  • Trust & Integrity: We do what we say and say what we mean, every time.
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  • Hustle and ownership: If you can perform, you'll be rewarded. We trust people who take initiative.
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