Customer Support Specialist - Mandarin/english (based In Tokyo) , Account Health Support

Account Support Specialist

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Today, more than 50% of Amazon's total unit sales come from third-party selection. 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.

Position Description:

Account Support Specialist

Location: Tokyo

Language Requirements: English & Mandarin

Shift Requirements: Rotating shift, including weekends and public holidays. Full-time of 40 hours per week, 9-hour shift between 8 am and 8 pm (Japan time) with one hour of meal break.

The AHS Specialist position relies on judgment to plan and accomplish goals and will work under very limited supervision of the Manager. Individual problem-solving and analytical skills are used to authenticate sellers' complex transactions and accounts. The successful Specialist will have a high degree of soft-skills, the ability to empathize with others and capable of succeeding in a fast-paced environment. Nearly all decisions are expected to be made with little to no guidance and a high degree of accuracy. All candidates will be analytical and customer service-oriented.

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 70% of your day could be inbound and outbound phone contact. As an AHS Specialist you will be expected to redirect difficult conversations as you engage with pre-suspension level Sellers who are in poor standing.

Key job responsibilities:

• Demonstrates effective, clear and professional written and oral communication.
• Provides prompt and efficient service to Amazon Sellers, including the appropriate escalation of Sellers' issues.
• 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.
• Maintains acceptable performance metrics such as quality, productivity, and first contact resolution.
• Actively seeks solutions through logical reasoning, escalates matters when trends are observed, and proposes improvement suggestions to the Operations Managers.
• Liaises with other departments as required to resolve Seller's issues and questions.

About the team