Amazon

Account Health Support Specialist - English/Mandarin

Account Health Support Specialist - English/Mandarin

Job ID 
635517
Location 
JP-13-Meguro
Posted Date 
26-04-2018
Company 
Amazon Japan G.K.
Recruiting Team 
..

Job Description

Amazon.com is seeking a bilingual English and Mandarin fluent language candidate; who is dedicated, hardworking, analytical, and customer service-oriented with a proven track record of performance and results-oriented thinking, to join the Account Health Support Team.

Candidates will be responsible for a wide range of duties related to the investigation and elimination of online e-commerce fraud. Ideal applicants will have experience in the eCommerce space, previous fraud experience, and experience succeeding in a customer-driven workplace. All candidates will be analytical and customer service-oriented capable of succeeding in a fast-paced team environment. All candidates must have business proficient fluency in both written and verbal English and Mandarin Chinese languages.

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 customers and complex transactions and accounts. The successful Specialist will have a high degree of soft-skills and the ability to empathize with others. Nearly all decisions are expected to be made independently with little to no guidance and a high degree of accuracy.

The AHS Specialist will be required to engage in frequent written and verbal communication with Sellers, department management, risk analysts, risk engineers, other company associates and third-parties to accomplish goals. You will be required to contact Sellers by phone and email.

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

The experience you provide to Sellers, quality assurance, productivity and timely delivery of individual tasks/projects will be evaluated along with the overall contribution to the development of the functional unit.

Basic Qualifications

  • Strong investigation skills to find root cause of metric issues and the ability to provide viable solutions for Sellers.
  • Awareness of how your direct actions impact the buyer experience and Amazon’s potential for bad debt.
  • Flexibility to work various shifts, including working one weekend day or alternative start-end times
  • Experience with Microsoft Office, including Outlook, Word, and Excel
  • Ability to compose a grammatically correct, concise and accurate written and verbal response.
  • Business proficient fluency in both written and verbal English and Mandarin languages.
  • High school diploma or equivalent.
  • Experience with customer service.
  • Strong soft skills.

Preferred Qualifications

  • 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.
  • Bachelor’s Degree.
  • Demonstrated ability to analyze problems logically.
  • Self-disciplined, diligent, proactive and detail oriented.
  • 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.
  • Demonstrated analytical and problem solving skills, including the ability to recognize non-obvious patterns.
  • Demonstrated positive, results oriented attitude.
  • Team player capable of learning and sharing knowledge in global team environment.
  • Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.
  • Ability to maintain high levels of confidentiality and data security standards.
  • Demonstrate flexibility to work overtime hours as per business requirement.
  • Proven ability to correctly identify fraud patterns.