Customer Support Specialist - Mandarin/English (Based in Tokyo) , Account Health Support
Amazon.com
亚马逊致力于成为全球最以客户为中心的公司。在这里，人们几乎可以找到并发现他们想在网上购买的所有物品。通过为客户提供更多他们想要的选择，包括低廉的价格、广泛的选择和购物的便利，亚马逊继续发展成为世界一流的电子商务平台。如今，亚马逊总销售额的50％以上来自第三方。账户状况支持团队中的账户状况支持专员是亚马逊与我们的第三方业务合作伙伴（卖家）之间的主要接口。我们致力于为在亚马逊平台上销售商品的卖家提供世界一流的支持。我们努力在卖家意识到潜在问题之前预测他们的需求，并提供解决方案以帮助我们的第三方业务合作伙伴更好地为其客户提供服务。
职位描述：账户状况支持专员
地点：东京
语言要求：英语和普通话（欢迎具备日语能力者）
轮班要求：（视业务需求而定）轮班包括周末和节假日，每周全职 40 小时，日本时间上午 8 点至晚上 8 点之间轮班 9 小时，包括一小时的就餐时间。
账户状况支持专员必须依靠判断来计划和实现目标，并将在经理有限的监督下工作。账户状况支持专员需要运用其个人问题解决和分析技能来验证卖家的复杂交易和账户问题。成功的专员必须具备较高的软技能，具有同理心，并能够适应快节奏的工作环境。由于大多数决策都是在没有指导和高准确性的情况下做出的，因此所有候选人将以分析和客户服务为导向。
如果您成功成为账户状况支持专员，您将经常与销售人员、部门经理、风险分析师和其他公司员工进行书面和口头沟通，以实现您的目标。您将通过电话和电子邮件与我们的第三方卖家互动，指导和协助他们处理账户健康问题。一天中多达70％可能是接听和拨打电话联系人。当您与卖家沟通时，如果遇到不良指标或危险水平的账户，则需要能够重定向困难的对话。
Amazon.com strives to be Earth's 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 Amazon's 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 Seller's 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 (additional Japanese proficiency also welcomed)
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
- 表现出有效、清晰和专业的书面和口头沟通。
- 为亚马逊卖家提供及时有效的服务，包括适当升级卖家的问题。
- 始终保持积极的专业态度，以正面形象展示公司，并有效处理敏感问题。
- 在使用部门资源，政策和程序时表现出出色的时间管理技能和独立工作的能力。
- 帮助营造积极的团队环境。
- 保持可接受的绩效指标，例如质量、生产力和首次联系解决率。
- 通过逻辑推理积极寻求解决方案，在观察到风险趋势时进行升级，并向运营经理提出改进建议。
- 根据需要联系其他部门以解决卖家的问题和疑虑。
- 欢迎具备商务水平的日语阅读、书写和口语能力者。
- 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.
- Business-proficient fluency in reading, written and verbal Japanese is welcomed.
About the team
亚马逊致力于创造一个多元化和包容性的工作环境。亚马逊是机会均等的雇主，不基于种族、国籍、性别、性别认同、性取向、受保护的退伍军人身份、残疾、年龄或其他法律保护身份进行歧视。如有残疾的人士希望申请特殊安排的，请参阅https://www.amazon.jobs/en/disability/us
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, we request to visit https://www.amazon.jobs/en/disability/us
职位描述：账户状况支持专员
地点：东京
语言要求：英语和普通话（欢迎具备日语能力者）
轮班要求：（视业务需求而定）轮班包括周末和节假日，每周全职 40 小时，日本时间上午 8 点至晚上 8 点之间轮班 9 小时，包括一小时的就餐时间。
账户状况支持专员必须依靠判断来计划和实现目标，并将在经理有限的监督下工作。账户状况支持专员需要运用其个人问题解决和分析技能来验证卖家的复杂交易和账户问题。成功的专员必须具备较高的软技能，具有同理心，并能够适应快节奏的工作环境。由于大多数决策都是在没有指导和高准确性的情况下做出的，因此所有候选人将以分析和客户服务为导向。
如果您成功成为账户状况支持专员，您将经常与销售人员、部门经理、风险分析师和其他公司员工进行书面和口头沟通，以实现您的目标。您将通过电话和电子邮件与我们的第三方卖家互动，指导和协助他们处理账户健康问题。一天中多达70％可能是接听和拨打电话联系人。当您与卖家沟通时，如果遇到不良指标或危险水平的账户，则需要能够重定向困难的对话。
Amazon.com strives to be Earth's 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 Amazon's 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 Seller's 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 (additional Japanese proficiency also welcomed)
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
- 表现出有效、清晰和专业的书面和口头沟通。
- 为亚马逊卖家提供及时有效的服务，包括适当升级卖家的问题。
- 始终保持积极的专业态度，以正面形象展示公司，并有效处理敏感问题。
- 在使用部门资源，政策和程序时表现出出色的时间管理技能和独立工作的能力。
- 帮助营造积极的团队环境。
- 保持可接受的绩效指标，例如质量、生产力和首次联系解决率。
- 通过逻辑推理积极寻求解决方案，在观察到风险趋势时进行升级，并向运营经理提出改进建议。
- 根据需要联系其他部门以解决卖家的问题和疑虑。
- 欢迎具备商务水平的日语阅读、书写和口语能力者。
- 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.
- Business-proficient fluency in reading, written and verbal Japanese is welcomed.
About the team
亚马逊致力于创造一个多元化和包容性的工作环境。亚马逊是机会均等的雇主，不基于种族、国籍、性别、性别认同、性取向、受保护的退伍军人身份、残疾、年龄或其他法律保护身份进行歧视。如有残疾的人士希望申请特殊安排的，请参阅https://www.amazon.jobs/en/disability/us
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, we request to visit https://www.amazon.jobs/en/disability/us
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