Customer Support Specialist - Mandarin English Based In Tokyo Account Health Support

Description

亞馬遜致力於成為地球上最以客戶為中心的公司。在這裡人們可以找到和發現他們想在網上購買的幾乎任何物品。通過為客戶提供更多他們想要的選擇，既低廉的價格、廣泛的選擇和購物的便利，亞馬遜持續成長，成為一個世界級的電子商務平台。如今，超過 50% 的亞馬遜總銷量來自第三方。在賬戶狀況支持團隊內的賬戶支持專員是亞馬遜和我們的第三方業務合作夥伴（賣家）之間的主要接口。我們致力於為在亞馬遜平台上銷售的賣家提供世界一流的支持。我們努力在賣家意識到可能存在問題之前預測其需求，並提供解決方案，幫助我們的第三方業務合作夥伴更好地為其客戶服務。

職位描述：賬戶狀況支持專員

地點：東京

語言要求：英語和華語

輪班要求：（視業務需求而定）輪班包括週末和假日，每週全職40小時，日本時間上午8點至下午8點之間進行9小時的輪班，包含一小時的用餐休息時間

賬戶狀況支持部門專員必须依靠判斷來計劃和實現目標，並且將在經理有限的監督下工作。專員必须用個人的解決問題和分析能力來驗證賣家的複雜交易和賬戶問題。成功的專員须具备高度的軟技能、擁有感同身受的能力，並能夠在快節奏的環境中取得成效。因为大部分的決策都是在沒有指導和高度準確性的情況下做出的，所有應徵者都將以分析和客戶服務為導向。

如果成功成為賬戶狀況支持部門專員，您將與銷售人員、部門管理人員、風險分析師和其他公司員工進行頻繁的書面和口頭溝通，以實現您的目標。您將通過電話和電子郵件與我們的第三方賣家互動，目的是指導和幫助他們處理與賬戶健康相關的问題。您一天中多達 70% 的時間可能是呼入和呼出電話聯繫。當您與賣家溝通時，如果遇到指標不佳或暫停前級別的情況，您需要能夠重定向困難的對話。

Amazon.com strives to be Earths most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Today, more than 50% of Amazons total unit sales come from third-party selection. The Account Support Specialist within the Account Health Support team acts as the primary interface between Amazon and our third-party business partners (Sellers). We obsess over providing world-class support to Sellers selling on the Amazon platform. We strive to predict the Sellers needs before they recognize they may have a problem, and provide solutions to help our third-party business partners better serve their customers.

Position Description: Account Support Specialist

Location: Tokyo

Language Requirements: English & Mandarin

Shift Requirements: Rotating shift, including weekends and public holidays. Full-time of 40 hours per week, 9-hour shift between 8 am and 8 pm (Japan time) with one hour of meal break.

The AHS Specialist position relies on judgment to plan and accomplish goals and will work under very limited supervision of the Manager. Individual problem-solving and analytical skills are used to authenticate sellers’ complex transactions and accounts. The successful Specialist will have a high degree of soft-skills, the ability to empathize with others and capable of succeeding in a fast-paced environment. Nearly all decisions are expected to be made with little to no guidance and a high degree of accuracy. All candidates will be analytical and customer service-oriented.

As an AHS Specialist you will engage in frequent written and verbal communication with Sellers, department management, risk analysts, and other company associates to accomplish your goals. You will interact with our third-party Sellers by phone and email with objectives of coaching and helping them with account health related topics. Up to 70% of your day could be inbound and outbound phone contact. As an AHS Specialist you will be expected to redirect difficult conversations as you engage with pre-suspension level Sellers who are in poor standing.

Key job responsibilities

• 展示有效、清晰和專業的書面和口頭交流。
• 為亞馬遜賣家提供及時和高效的服務，包括適當升級賣家的問題。
• 始終保持積極專業的態度，以正面的形象呈現公司，並有效地處理敏感問題。
• 在使用部門資源、政策和程序時表現出出色的時間管理技能和獨立工作的能力。
• 有助於營造積極的團隊環境。
• 保持可接受的績效指標，例如質量、生產力和首次聯繫解決率。
• 積極通過邏輯推理尋求解決方案，在觀察到趨勢時升級事項，並向運營經理提出改進建議。
• 根據需要與其他部門聯絡以解決賣家的問題和疑問。
• Demonstrates effective, clear and professional written and oral communication.
• Provides prompt and efficient service to Amazon Sellers, including the appropriate escalation of Sellers’ issues.
• Maintains a positive and professional demeanor always portraying the company in a positive light while effectively managing sensitive issues.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
• Contributes to a positive team environment.
• Maintains acceptable performance metrics such as quality, productivity, and first contact resolution.
• Actively seeks solutions through logical reasoning, escalates matters when trends are observed, and proposes improvement suggestions to the Operations Managers.
• Liaises with other departments as required to resolve Seller’s issues and questions.
  
  

About The Team

BASIC QUALIFICATIONS

• 精通商務英語和普通話，能夠流利地閱讀、以及進行書面和口頭表達。
• 學歷要求：高中或以上文憑。
• 願意接受工作時間的調度，包括週末和假日。
• 具備成熟的交際能力，能夠進行有效溝通，能在復雜的團隊合作中實現雙贏。
• 善於處理分歧，能夠靈活和優雅地應對環境的不斷變化。
• 能夠遵守保密協議的要求。
• 具有團隊合作的經驗，並願意齊心協力完成任務。是个有趣的工作伙伴。
• 為人真誠且以客戶為中心。
• Business proficient fluency in reading, written and verbal English and Mandarin.
• Education: High School diploma or equivalent.
• Flexibility to work various shifts, including potentially working one weekend day, full weekends, or alternative start-end times.
• Strong soft skills with the ability to effectively communicate for win-win solutions.
• Demonstrated ability to deal with ambiguity and embrace constant changes with flexibility and good grace.
• Ability to maintain high levels of confidentiality and data security standards.
• History of teamwork and willingness to roll up ones sleeves to get the job done. Fun to work with!
• Genuine and intense customer focus.
  
  

Preferred Qualifications

• 具備著人際交往能力，能夠準確、清晰地向內部和外部客戶傳達複雜的交易問題。
• 能夠精準並且積極地應付已知風險相關所需的操作流程。
• 具有解決問題的能力，能夠辨別出新問題並合乎邏輯來解決。
• 自律、勤奮、主動、注重細節，具備著時間管理能力和組織技能。
• 具有良好的敏捷的工作能力；能在不斷變化的工作環境並且在不影響客戶體驗和財務損失的情況下做出決策。
• 能夠在全球工作環境中學習並分享知識。
• 能夠根據業務要求加班的靈活性。
• 最佳擁有12個月客戶服務工作經驗。
• 所需的技能包括 MS Office, Excel 應用程序 和 Internet Explorer / 火狐狸瀏覽器 (Mozilla firefox)。
• Interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
• Clear, crisp, and proactive documentation of operational procedures required to tackle known risk related patterns.
• Problem solving skills and demonstrated ability to recognize non-obvious patterns and analyze problems logically.
• Self-disciplined, diligent, proactive and detail oriented. Possesses strong time management and organizational skills.
• Proven ability to work in fast paced and dynamic environments where decisions are made without compromising on customer experience and financial losses.
• Capable of learning and sharing knowledge in a global environment.
• Demonstrates flexibility to work overtime hours as per business requirement.
• 12 months of work experience in a customer service environment preferred.
• Preferred skill-sets include MS Office Application Excel and Internet Explorer / Mozilla Firefox.
  
  

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.


Company - Amazon Japan G.K. - A43

Job ID: A3177515

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