Support & Ops Specialist, English and Chinese Language
Job ID: 2963162 | Amazon UK Services Ltd.
This role requires flexibility to work night shifts.
Providing excellent service is part of our mission to become the world’s most customer-centric company. As a Support & Ops Specialist, you will exemplify our Customer Service Mission by using operational expertise to assist the UK network with technical skills, process improvements, and customer escalations.
Key responsibilities
1. Listen carefully to customers; understand, paraphrase, and prioritize customer needs before providing solutions.
2. Communicate effectively with customers via verbal and written methods, ensuring clarity and accuracy.
3. Apply conflict resolution and decision-making skills as needed, demonstrating patience and active listening.
4. Follow applicable company policies during customer interactions.
5. Facilitate information flow between Amazon Freight and external customers, proactively resolving potential issues impacting customer experience.
A day in the life
You will facilitate communication between Amazon Freight and external customers, proactively resolving issues to enhance customer experience and operational performance. You will research and query internal tools, make real-time decisions, and communicate effectively with stakeholders to build rapport.
Basic qualifications
* Proficiency in Chinese (B2/C1) and English (B2/C1).
* Experience communicating with diverse stakeholders, including peers and leadership.
* Experience working with MS Office (Word, Excel, Outlook) in a professional setting.
* Ability to analyze data and create reports for leadership.
Preferred qualifications
* Experience with process improvement techniques such as Kaizen, Gemba, process mapping, or Aces certification.
* Experience in a logistics environment.
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