天津招聘

职位描述：
AGS Seller Support Advisor

Seller Support at AMAZON
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. The Seller Support team acts as the primary interface between Amazon and our 3rd party sellers. We obsess over providing world class support to 3rd party Sellers on the Amazon platform. We strive to predict the Seller's needs before they recognize they may need our support, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

JOB TITLE
? Associate Technical Advisor
The Associate Technical Advisor (ATA) is an advocate for the perfect Seller interaction. By serving as the first resolution point for Seller Support Associates, ATA’s will assist associates in diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for Sellers. As a subject matter expert in several platforms and specialties, ATA’s will educate Associates on process, tools, and standards in real-time. This role requires the ability to multi-task utilizing a wide variety of software tools to navigate seller accounts, research and review policies and communicate effective solutions.
The successful candidate will have a commitment to driving excellence in Associate and Seller experience. A strong record of customer focus and a keen interest in process improvement are key requirements for this role.

Summary of Responsibilities

· Responds to Associate support requests (i.e. Seller Escalations and Andon Cords) in real time providing education to Associates with the goal of achieving first contact resolution, as well as a remarkable, reproducible seller experience
· Identifies Seller and Associate barriers, provides solutions, and drives change through business improvement initiatives.
· Drives opportunities for efficiency through daily floor observations
· Serves as the first point of contact for all Seller escalations
· Conducts Seller interaction audits with associates and provides technical and process coaching to improve performance
· Provides direction and coaching in relation to schedule adherence, AUX coding, and lobby management
· Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
· Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
· Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions
Basic Qualifications
? Education: High School Qualification required as a minimum, 3rd level qualification preferred
? Language: Fluent English.
? Minimum of 6 months experience with Amazon or 18 months in a customer service environment, experience within a contact center preferred
? Subject matter expert in more than one Amazon platforms and/or specialties
? Demonstrates the ability to drive process improvement using Kaizen principles
? Working knowledge of the trouble ticketing process in relation to Seller Support
? Fosters a positive team environment and collaboration within the site.
? Approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
? · Demonstrates effective, clear and professional written and oral communication
? Enthusiasm and strong self-motivation
? Strong prioritization and time management skills, with a high degree of flexibility
? Ability to embrace constant change with flexibility and good grace
? Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
? Demonstrates effective communication, composure, and professional attitude
? Fluent Japanese skill
Preferred Qualifications
? High energy, with passion for technical and process proficiency and a drive to be a relentless advocate for the Seller and Associate experience.
? Has clear understanding of the Seller Support organization and how to get things done through formal channels and informal networks. Deep knowledge base in several platforms and specialties with the ability to share that knowledge with others.
? Willingness to take ownership and offer solutions to ensure a perfect interaction for Sellers.
? The ideal candidate will have the ability to provide just in time coaching and corrective guidance with a focus on building self-sufficiency and accountability in the associate team. 举报 分享

亚马逊于 2004 年进入中国，秉承“顾客至尚”的理念，不断为中国用户创新。目前亚马逊在中国布局的核心战略业务包括以亚马逊海外购和亚马逊全球开店为中心的跨境电子商务，Kindle 电子书阅读器和电子书，亚马逊物流运营和亚马逊云计算服务（AWS）。

依托亚马逊全球15大站点、***的全球资源和跨境物流体系，亚马逊中国持续推进跨境电商战略。2014年， 亚马逊中国正式上线亚马逊海外购商店——亚马逊***本地化、多站点的全球商店，致力于打造中国消费者信赖的选购高品质海外正品的跨境网购首选站点。消费者用中文即可直接购买来自亚马逊美国、英国、日本、德国网站的 30 大 品类、逾 2000 万的海外正品。商品经由亚马逊全球物流体系从海外运营中心直送中国消费者。亚马逊 Prime 会员服务 于2016年10月在中国上线，是亚马逊全球***提供跨境订单全年无限次免费配送的会员服务。

亚马逊全球开店致力于帮助中国卖家发展出口业务、拓展全球市场、打造国际品牌。目前数以万计的中国卖家加入了该项目。包括亚马逊美国、加拿大、德国、英国、法国、意大利、西班牙、日本、墨西哥、澳大利亚、中东及印度在 内的 12 大海外站点已向中国卖家全面开放。中国卖家可将商品销售给亚马逊全球超过 3 亿的活跃用户，以及亚马逊美国、欧洲和日本的数百万企业与机构买家。

亚马逊在全球拥有 175 个运营中心，配备超过 10 万台 Kiva 智能机器人，可将商品配送至 185 个国家和地区。借助全球领先的物流交付能力，亚马逊中国为通过海外购进行跨境网购的中国消费者提供一流的跨境配送体验，并帮助中国卖家出口海外，拓展国际市场。

亚马逊中国致力于为中国消费者带来完善的阅读体验，点燃中国大众的阅读热情。2012年12月，Kindle中国电子书店正式上线，通过与数百家中国出版机构商和进口书商合作，目前为中国读者提供了超过 70 万册电子书。2013 年 6 月，Kindle 电子书阅读器进入中国市场，随后亚马逊陆续为中国消费者带来了 Kindle 电子书阅读器全系列产品，并与全球保持新品同步发售，Kindle Unlimited电子书包月服务与Prime 阅读等服务也相继推出。