Customer Service Specialist - Mandarin (Filipino based)

Job Description :
Description
You are a person who is full of e-commerce Passionate, entrepreneur looking to expand your selling skills and help shape third-party sellers to work with Amazon

Amazon strives to be the most customer-centric company on the planet, where people can find and discover almost anything they want to buy online. By giving customers more of what they want-low prices, wide selection, and convenience-Amazon has grown to become a world-class e-commerce platform. Today, more than 50% of Amazon's total sales come from third parties. Account Health Support Specialists within Account Health Support serve as the primary interface between Amazon and our third-party business partners (sellers). We are committed to world-class support for sellers selling on the Amazon platform. We strive to anticipate the needs of sellers before they realize they may have a problem and provide solutions to help our third-party business partners better serve their customers.

Job Description: Account Status Support Specialist
Location: Manila
Language Requirement: English and Mandarin
Shift Requirement: Sunday to Saturday (shift)

The Account Position Support Sector Specialist position relies on judgment to plan and achieve objectives and will work under limited supervision from a Manager. Personal problem-solving and analytical skills are used to validate complex transaction and account issues for sellers. Successful specialists will have high soft skills, the ability to empathize with others, and the ability to succeed in a fast-paced environment. Almost all decisions are made without guidance and with a high degree of accuracy. All candidates will be analytical and customer service oriented.

As an Account Health Support Specialist, you will communicate frequently, both written and verbally, with salespeople, line managers, risk analysts and other firm personnel to achieve your goals. You will interact with our third party sellers via phone and email with the goal of instructing and assisting them with account health related topics. Up to 70% of your day may be spent on incoming and outgoing phone calls. When you communicate with sellers with poor metrics, pre-suspension levels, a successful account health support specialist will be able to redirect difficult conversations.

Are you a self-starter with a passion for e-commerce, looking to expand your retail skill set and help shape the way third-party Sellers work with Amazon

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: Manila
Language Requirements: English & Mandarin
Shift Requirements: Sun-Sat (Rotating Shift)
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 th ird-party Sel lers 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. The successful AHS Specialist will be able to redirect difficult conversations as you engage with pre- Suspension level Sellers who are in poor standing.

Key job responsibilities
Key job responsibilities
. Demonstrate effective, clear and professional written and oral communication.
. Provide timely and efficient service to Amazon sellers, including properly escalating seller issues.
. Maintain a positive and professional demeanor, consistently portraying the company in a positive light while effectively managing sensitive issues.
. Demonstrated excellent time management skills and ability to work independently while utilizing departmental resources, policies and procedures.
. Contributes to a positive team environment and proactively assists difficult-to-reach team members as needed.
. Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
. Actively seek solutions through logical reasoning and data interpretation skills and identify trends in appropriate channels, including suggestions for improvement.
. Liaise with other departments as needed to resolve seller issues and concerns.

• 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 and proactively aids team members with difficult contacts as needed.
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
• Liaises with other departments as required to resolve Seller's issues and questions.

About the team
About the team:
Amazon is committed to creating a diverse and inclusive workplace.
Amazon is a diverse company 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 apply for accommodations, please visit https://www.amazon.jobs/en/disability/us.

Amazon is an Equal Opportunity Affirmative Action Employer- Minorities/ Women/ Disability/ Veterans/ Gender Identity/ Sexual Orientation

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 to request an accommodation, we request to visit https://www.amazon.jobs/en/disability/us.

Amazon is an Equal Opportunity-Affirmative Action Employer - Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

Basic Qualifications :
Basic Qualifications for Work:

. Proficient in Business English and Mandarin, fluent in reading, written and oral expression.
. Education requirements: high school diploma or above.
. Fresh graduates are also welcome
. Willing to accept the scheduling of working hours, including weekends and holidays
. Have mature communication skills, be able to communicate effectively, and be able to achieve in complex teamwork Win-win.
. Good at dealing with differences, able to respond flexibly and gracefully to the changing environment.
. Be able to abide by the requirements of the confidentiality agreement.
. Good at teamwork and hard work.
. Be sincere and customer-centric.

• Business proficient fluency in reading, written and verbal English and Mandarin.
• Education: High School diploma or equivalent.
• Open to Fresh Graduates
• Flexibility to work various shifts, including potentially working one weekend day, full weekends, or alternative start-end times.
• Ability to compose a grammatically correct, concise and accurate written and verbal response .
• 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.
• Flexibility to work during bank holidays and peak period.
• History of teamwork and willingness to roll up one's sleeves to get the job done. Fun to work with!
• Genuine and intense customer focus.

Preferred Qualifications :

Preferred Qualifications :Preferred Job Qualifications:

. Demonstrated interpersonal skills and the ability to communicate complex transactional issues to internal and external clients with accuracy and clarity.

. Be able to accurately and proactively deal with the required operational processes associated with known risks.

.Problem-solving skills, able to identify new problems and solve them logically.

. Self-disciplined, hard-working, proactive, detail-oriented, with time management and organizational skills.

. Good agile working ability able to make decisions in changing working environment without affecting customer experience and financial loss.

. Ability to learn and share knowledge in a global work environment.

. Flexibility to work overtime according to business requirements.

. Preferably with 12 months working experience in customer service.

. Required skills include MS Office, Excel applications and Internet Explorer/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 having demonstrated ability to recognize non-obvious patterns and analyze problems logically.
• Self-disciplined, diligent, proactive and detail oriented impacting time management and organizational skills.
• Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses.
• Teammate capable of learning and sharing knowledge in global environment .
• Demonstrate flexibility to work overtime hours as per business requirement.
• Preferably 12 months in a customer service environment.
• Desired skill-sets include MS Office Application Excel and Internet Explorer / Mozilla Firefox.