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Support & Ops Specialist, English and Chinese Language, Coalville
Client:
Amazon UK Services Ltd.
Location:
Job Category:
Customer Service
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EU work permit required:
Yes
Job Reference:
886cca2cf9f8
Job Views:
3
Posted:
05.05.2025
Expiry Date:
19.06.2025
Job Description:
This job 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 Statement by using operational expertise to assist the UK network with technical skills, process improvement initiatives, and customer escalations.
Key job responsibilities
* Listen closely to customers; understand, paraphrase, and prioritize customer needs before providing appropriate solutions.
* Communicate with customers using verbal and written communication methods, ensuring accuracy and conciseness.
* Utilize conflict resolution and decision-making skills as applicable to customers, demonstrating highly effective listening skills and patience.
* Be aware of and adhere to applicable company policies when dealing with customer interactions.
* Facilitate the flow of information between Amazon Freight and external customers, proactively resolving potential issues that impact the customer.
A day in the life
A Support & Ops Specialist facilitates the flow of information between Amazon Freight and external customers, proactively resolving potential issues that impact customer experience and performance delivery. They provide proactive and timely resolutions by researching and querying internal tools, making real-time decisions, and communicating effectively with stakeholders (verbal and written) to build rapport.
BASIC QUALIFICATIONS
* Advanced level of Chinese (B2/C1) and English (B2/C1).
* Relevant experience communicating with a wide range of stakeholders, including peers and leadership.
* Experience working with MS Office suite (Word, Excel, Outlook) in a professional environment.
* Relevant experience in analyzing data and creating reports for leadership. Proficiency in both written and verbal English (minimum B2 CEFR).
PREFERRED QUALIFICATIONS
* Preferred qualifications are not required to apply. If you meet all basic qualifications, we encourage you to apply.
* Experience with process improvement techniques such as kaizen, gemba, process mapping, and Aces certification.
* Experience in a logistical working environment.
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