Description

地点：菲律宾

语言要求：具备商务水平的普通话口语和阅读能力，以与我们在中国的中文对话伙伴/卖家进行沟通

工作时间：每周5天工作，包括一个或两个周末和公共假期，轮班制 | 办公时间（根据业务需求和变化，开始和结束时间可能有所调整）

账户支持专员在账户健康支持团队中担任主要接口人，负责亚马逊与我们的第三方业务合作伙伴（卖家）之间的沟通。我们致力于为在亚马逊平台上销售的卖家提供世界级支持。我们努力在卖家意识到可能存在问题之前预测他们的需求，并提供解决方案，帮助我们的第三方业务合作伙伴更好地为他们的客户提供服务。

作为AHS专员，您将与卖家、部门管理层、风险分析师和其他公司同事频繁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，目标是指导并帮助他们解决与账户健康相关的问题。您的工作日中最多有80%的时间可能是接入和外拨电话联系。成功的AHS专员将能够在与处于不佳状态的预停权级别卖家进行交流时，转移困难的对话。

Location: Philippines

Language Requirement: Business proficiency in speaking and reading Mandarin to communicate with our Chinese speaking counterparts/sellers in China

Working Hours: 5 days’ work week inclusive of one or both weekends and Public Holidays on a rotating basis | Office hours (alternative start-end times subjected to business needs and changes)

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.

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 80% 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

• 在联系中心环境中，为亚马逊卖家提供及时高效的服务，包括适当升级卖家的问题。

• 根据需要与其他部门进行沟通，解决卖家的问题和疑问。

• 始终保持积极和专业的态度，正面展现公司形象，有效处理敏感问题。

• 展现出优秀的时间管理技巧和独立工作能力，同时利用部门资源、政策和流程。

• 为了促进积极的团队氛围，主动帮助团队成员处理困难联系。

• 保持可接受的绩效指标，如质量、生产力、首次联系解决率和出勤率。

• 积极通过逻辑推理和数据解释技能寻找解决方案，并发现趋势并向适当渠道提出改进建议。

• 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

We are open to hiring candidates to work out of one of the following locations:

Pasay City, PHL

Basic Qualifications

基本资格

• 在阅读、书写和口语方面具备商务水平的英语和普通话能力。

• 学历：高中文凭或同等学历。

• 欢迎应届毕业生。

• 灵活性，可以接受不同的班次安排，包括可能需要工作一个周末日、整个周末，或是其他开始和结束时间。

• 具备撰写语法正确、简洁准确的书面和口头回应的能力。

• 良好的软技能，能够有效沟通，达成双赢的解决方案。

• 具备处理模糊不清的情况并以灵活和良好的态度接受不断变化的能力。

• 能够保持高水平的保密性和数据安全标准。

• 可以在银行假期和高峰期工作的灵活性。

• 具有团队合作的历史，并愿意做好准备来完成工作。和你一起工作很有趣！

• 真诚而强烈的客户关注。

• 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

首选资格

人际交往能力强，能够向内部和外部客户准确清晰地沟通复杂的交易问题。

清晰、简洁、积极主动地记录操作程序，以应对已知的风险相关模式。

解决问题的能力，表现出识别非显而易见的模式和逻辑分析问题的能力。

自律、勤奋、积极主动且注重细节，影响时间管理和组织能力。

在快节奏、动态环境中工作的能力已被证实，在这种环境中做出决策时既不会影响客户体验，也不会造成财务损失。

能够在全球环境中学习和分享知识的团队合作者。

表现出灵活性，根据业务需求加班工作。

期望具备的技能包括微软办公软件 Excel 和 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.

• Desired skill-sets include MS Office Application Excel and Internet Explorer / Mozilla Firefox.