Job Description
Amazon strives to be the 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 continues to grow and evolve as a world-class e-commerce marketplace. The China Global Selling team aim to deliver this vision by identifying quality China Selling Partners, bring their product selection to Amazon’s global marketplaces, and drive them to be success. The team acts as the primary interface between Amazon and our Selling Partners. We obsess over providing world class support to Selling Partners selling on the Amazon. We strive to predict the Selling Partners’ needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our Selling Partners better serve their customers.
Key job responsibilities
• Provide prompt, efficient and sufficient service to Amazon Selling Partners including the appropriate escalation of Selling Partners’ issues.
• Evangelize on Compliance requirements, Amazon programs and products through effective, clear and professional written and verbal communication via Amazon approved Selling Partners’ facing communication channels.
• Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
• Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to spot for opportunities and blockers, report and escalate to appropriate owner(s), and provide improvement suggestions.
• Demonstrate excellent time-management skills and the ability to work independently with good prioritization while using departmental resources, policies and procedures.
• Maintain high performance metrics such as quality, productivity and program goals.
• Liaise with other departments such as Selling Partners Support, Merchant Investigations, or Global teams as required to resolve Selling Partners’ issues and questions.
Basic Qualifications
- • 3+ years of experience in customer engagement, project management and/or operations.
- • Experience within a customer service environment. Desire to expand skills into new areas.
- • Ability to think creatively, deal with ambiguity, and manage changing priorities.
- • Technical (Internet & AI) savvy is required.
- • Enthusiasm and strong self-motivation.
- • Excellent time management skill with a high degree of flexibility, able to work independently for multitask with good prioritization.
- • Demonstrate appropriate sense of urgency for contact response time in the face of variable workflow.
- • Demonstrate effective communication, composure, and professional attitude.
- • Exemplary performance record, particularly with regard to quality and productivity.
- • Required excellent skill-sets include MS Office Applications (e.g. Excel). Basic knowledge of SQL/VBA/ Tableau.
- • Proficient in both English and Chinese verbal and written communication.
- • Good data analytical skill.
- • Strong ownership and possess a solid “can-do” attitude.
Preferred Qualifications
- • Business acumen in areas of Global e-commerce and retail.
- • Committed customer advocate, drive process & tool improvements.
- • Success in managing dynamic account portfolios.
- • Experience in strategy planning, consulting or marketing.
- • Data analysis experience (one of SQL/Python/R/Spark skill).
- • Ability to dive into ambiguous cases and sort out solution.
- • Work with partners to drive adoption (e.g., of product/feature/promotion) and implement solutions.
- • Experience with cross border e-commerce compliance on product/trade/environmental compliance, and/or global tax/European Value Added Tax (VAT) a plus.