Support Ops Specialist, CN Support Ops [China]

 

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• Good written and verbal communication skills in both English and Mandarin
• Ability to quickly learn new computer-based tools; experience in Microsoft Office suite
• Able to communicate effectively with composure and professional attitude
• Able to deliver result in fast pacing environment and complete multiple tasks to meet deadlines.
• Able to work in production environment with proven track record of achieving productivity and quality targets.
• Ability to work collaboratively in team activity
• Able to apply appropriate sense of urgency and adaptability in response to changing business needs and embrace constant change with flexibility
• Has strong attention to detail and the ability to work independently in a fast-paced and rapidly changing environment
• Desire to constantly expand skillset

Fulfillment By Amazon (FBA) is built around Amazon’s world class capability in ordering, fulfillment, transportation and Customer service. By leveraging our current scale and supply chain, FBA can provide a low-cost alternative for fulfillment and enable third party Sellers to rapidly grow their business. As mentioned by Jeff Bezos in his annual letter to shareholders, FBA is one of the strategic long-term opportunities for the company to improve the lives of Sellers and buyers while leveraging our billion-dollar logistics infrastructure to generate increasing free cash flow and triple digit return on invested capital. The FBA Support Operations team reviews Sellers’ financial and inventory related questions, and ensures they are addressed in accordance with policy. We believe consistency is the foundation to the world class service we provide our Sellers, and Support Operations is at the center of ensuring consistent and fair evaluation of Seller reimbursement requests.

The Defect Dispute Team in FBA Support Operation, working on the assurance of seller fulfillment process defect and reimbursement accuracy to protect both Amazon and Seller experience. The Defect Dispute team works in collaboration with the Defect Management team to build innovative solutions that help us identify, resolve and prevent defects during our fulfillment processes.

Key job responsibilities

• Conducts multiple email conversations regarding FBA Merchant and Customer Issues daily and actively seek solutions through logical reasoning and data interpretation
• Utilizes various internal system and tools to identify the valid defect and reimbursement
• Dedicates to look for strong evidence to prove the point of view when it comes to subjective judgment
• Delivers various logical and accurate investigations according to the needs of different sellers
• Keeps the email accurate and professional when handling sensitive information to protect the interests of the company and sellers
• Manages time effectively and independently to research seller accounts logically and responds to case requests from sellers
• Maintains accountability to attendance, productivity, and quality expectations while adapting to the changing requirements of the business

A day in the life
A Support Operation Specialist of Defect Dispute Team acts as a primary interface between Amazon and sellers through email communication. This position is responsible for handling seller’s dispute regarding to fulfillment process defect, utilizing internal tools, investigating seller defect root causes, giving seller a dispute settlement result and coaching seller to prevent future defects.
In addition, the position will be expected to deliver professional service to sellers and respond promptly to seller’s requests and disputes. A successful candidate meets or exceeds the goals in their current space, is punctual and reliable, has excellent investigation skills, reading and written communication skills.
(This is not a remote position, you will be required to work from office located in Shanghai)

We are open to hiring candidates to work out of one of the following locations:

Shanghai, 31, CHN

High energy, solution focused with passion for customer service. The ideal candidate will demonstrate keen logical thinking and writing skills, with the ability to communicate and coach Sellers. Willingness to work towards high performance targets as well as an inquisitive and improvement-based approach to work are critical competencies for this role. The Defect Dispute team demonstrates end to end ownership of seller interaction and couples this with professional problem solving to provide exceptional support to Sellers.

• Education: Bachelor Degree or above
• 6 + months experience within a customer service /contact center environment
• Experience with fraud or risk investigations.
• Process improvement experience
• Strong logical thinking, analytical ability, quick learner preferred
• Ability to maintain high levels of confidentiality and data security standards.
• Demonstrated positive, results oriented attitude.
• Excellent team player capable of learning and sharing knowledge in a team environment.

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