您是一位對電子商務充滿熱情，希望擴展你的銷售技能並幫助塑造第三方賣家與亞馬遜合作的創業者嗎？

亞馬遜努力成為地球上最以客戶為中心的公司，人們可以在這裡找到和發現他們想在線購買的幾乎任何東西。通過為客戶提供更多他們想要的東西 - 低價格、廣泛的選擇和便利 - 亞馬遜不斷發展壯大，成為一個世界級的電子商務平台。如今，亞馬遜總銷量的 50% 以上來自第三方。帳戶狀況支持部門中的帳戶狀況支持專員充當亞馬遜與我們的第三方業務合作夥伴（賣家）之間的主要接口。我們致力於在亞馬遜平台上銷售的賣家提供世界一流的支持。我們努力在賣家意識到他們可能有問題之前預測他們的需求，並提供解決方案來幫助我們的第三方業務合作夥伴更好地為他們的客戶提供服務。

• 職位描述 ：帳戶狀況支持專員
• 地點 ：馬尼拉
• 語言要求 ：英語和華語
• 輪班要求 ：週日至週六（輪班）

帳戶狀況支持部門專員職位依靠判斷來計劃和實現目標，並且將在經理有限的監督下工作。個人解決問題和分析能力用來驗證賣家的複雜交易和賬戶問題。成功的專員將具有高度的軟技能、與他人產生共鳴的能力，並能夠在快節奏的環境中取得成功。幾乎所有的決定都是在沒有指導和高度準確性的情況下做出的。所有候選人都將以分析和客戶服務為導向。

作為帳戶狀況支持部門專員，您將與銷售人員、部門管理人員、風險分析師和其他公司員工進行頻繁的書面和口頭溝通，以實現您的目標。您將通過電話和電子郵件與我們的第三方賣家互動，目的是指導和幫助他們處理與賬戶健康相關的主題。您一天中多達 70% 的時間可能是呼入和呼出電話聯繫。當您與指標不佳、暫停前級別的賣家溝通時，成功的帳戶狀況支持部門專員將能夠重定向困難的對話。

Are you a self-starter with a passion for e-commerce, looking to expand your retail skill set and help shape the way third-party Sellers work with 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. 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: Manila
• Language Requirements: English & Mandarin
• Shift Requirements: Sun-Sat (Rotating Shift)

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. The successful AHS Specialist will be able to redirect difficult conversations as you engage with pre-suspension level Sellers who are in poor standing.

Key job responsibilities
• 展示有效、清晰和專業的書面和口頭交流。
• 為亞馬遜賣家提供及時和高效的服務，包括適當升級賣家的問題。
• 保持積極和專業的舉止，始終以積極的態度描繪公司，同時有效地管理敏感問題。
• 在使用部門資源、政策和程序時表現出出色的時間管理技能和獨立工作的能力。
• 有助於營造積極的團隊環境，並根據需要主動地幫助有困難接觸的團隊成員。
• 保持可接受的績效指標，例如質量、生產力、首次聯繫解決率和出勤率。
• 通過邏輯推理和數據解釋技能積極尋求解決方案，並確定適當渠道的趨勢，包括改進建議。
• 根據需要與其他部門聯絡以解決賣家的問題和疑問。

• 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 and proactively aids team members with difficult contacts as needed.
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
• Liaises with other departments as required to resolve Seller’s issues and questions.

Basic qualifications

• 精通商務英語和普通話，能夠流利地閱讀、以及進行書面和口頭表達。
• 學歷要求：高中以及以上文憑。
• 應屆畢業生亦可 · 願意接受工作時間的調度，包括週末和假日
• 具備成熟的交際能力，能夠進行有效溝通，能在復雜的團隊合作中實現雙贏。 
• 善於處理分歧，能夠靈活和優雅的應對環境的不斷變化。
• 能夠遵守保密協議的要求。 
• 善於團隊合作、工作吃苦耐勞。
• 為人真誠且以客戶為中心。

• Business proficient fluency in reading, written and verbal English and Mandarin.
• Education: High School diploma or equivalent.
• Open to Fresh Graduates
• Flexibility to work various shifts, including potentially working one weekend day, full weekends, or alternative start-end times.
• Ability to compose a grammatically correct, concise and accurate written and verbal response.
• Strong soft skills with the ability to effectively communicate for win-win solutions.
• Demonstrated ability to deal with ambiguity and embrace constant changes with flexibility and good grace.
• Ability to maintain high levels of confidentiality and data security standards.
• Flexibility to work during bank holidays and peak period.
• History of teamwork and willingness to roll up one's sleeves to get the job done. Fun to work with!
• Genuine and intense customer focus.

Preferred qualifications

· 具備著人際交往能力，能夠準確、清晰地向內部和外部客戶傳達複雜的交易問題。

· 能夠精準並且積極地應付已知風險相關所需的操作流程。 

· 具有解決問題的能力，能夠辨別出新問題並合乎邏輯來解決。 

· 自律、勤奮、主動、注重細節，具備著時間管理能力和組織技能。 

· 具有良好的敏捷的工作能力；能在不斷變化的工作環境並且在不影響客戶體驗和財務損失的情況下做出決策。 

· 能夠在全球工作環境中學習並分享知識。 

· 能夠根據業務要求加班的靈活性。 

· 最佳擁有一年以上客戶服務工作經驗。 

· 所需的技能包括 MS Office, Excel 和 Internet Explorer / 火狐瀏覽器 (Mozilla firefox)。

• Interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
• Clear, crisp, and proactive documentation of operational procedures required to tackle known risk related patterns.
• Problem solving skills having demonstrated ability to recognize non-obvious patterns and analyze problems logically.
• Self-disciplined, diligent, proactive and detail oriented impacting time management and organizational skills.
• Proven ability to work in fast paced; dynamic environments where decisions are made without compromising on customer experience and financial losses.
• Teammate capable of learning and sharing knowledge in global environment.
• Demonstrate flexibility to work overtime hours as per business requirement.
• Preferably 12 months in a customer service environment.
• Desired skill-sets include MS Office Application Excel and Internet Explorer / Mozilla Firefox.

Directly apply through the link below or send your CV at [email protected] to speed up your hiring process.