Customer Service Executive

4 days ago

Singapore Amazon Asia-Pacific Holdings Private Limited Full time

Minimum GCE “O” Level preferably with 1 year of relevant experience in Customer Service/Client Support/Investigation within a contact center environment
- No experience is welcome to apply.
- Business proficient fluency in speaking and reading Mandarin to liaise with our Chinese overseas counterparts/sellers
- 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.
- Ability to maintain high levels of confidentiality and data security standards.
- Flexibility to work during bank holidays, peak period and to work overtime hours as per business requirement

**Language Requirement**: Business proficiency in speaking and reading Japanese to communicate with our counterparts/sellers in Japan

**Working Hours**:

- 5 days’ work week inclusive of one or both weekends and Public Holidays on a rotating basis
- Office hours - 9 hours per day (inclusive of an hour break) between 6.30am - 6.30pm (Monday to Sunday) to support the sellers 24/7

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.

Key job responsibilities
- Provides prompt and efficient service to Amazon Sellers, including the appropriate escalation of Sellers’ issues in a contact center environment.
- Liaises with other departments as required to resolve Seller’s issues and questions.
- 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.

Singapore, SGP
- 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.

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