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 Statement by using operational expertise to assist the UK network with technical skills, process improvement initiatives, and customer escalations.
Key responsibilities
1. Listen closely to customers; understand, paraphrase, and prioritize customer needs before providing appropriate solutions.
2. Communicate with customers using verbal and written methods, ensuring accuracy and conciseness.
3. Utilize conflict resolution and decision-making skills, demonstrating effective listening and patience.
4. Adhere to applicable company policies when dealing with customer interactions.
5. Facilitate information flow between Amazon Freight and external customers, proactively resolving potential issues impacting the customer experience.
A day in the life
A Support & Ops Specialist facilitates information flow between Amazon Freight and external customers, proactively resolving issues that impact customer experience and performance. They provide timely resolutions by researching internal tools, making real-time decisions, and communicating effectively with stakeholders (verbal and written) to build rapport.
Basic qualifications
* Advanced 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) professionally.
* Experience analyzing data and creating reports for leadership.
Preferred qualifications
* Experience with process improvement techniques such as Kaizen, Gemba, process mapping, and Aces certification.
* Experience in a logistics environment.
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If you need workplace accommodations during the application or interview process, visit this page for more information.
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