Easter Seals Jobs

Description

The Amazon brand has become synonymous with a superior level of convenience, selection, low prices, and customer service. The Amazon brand has been ranked by Business Week magazine (Top 100 Global Brands Scoreboard 2008) as the 58th most valuable brand worldwide. It is up to all of us to properly use the Amazon brand and ensure that other parties also use it properly. Proper brand use helps us to maintain the value and goodwill that we've worked so hard to build and continue to build with every customer experience. Amazon Mission is to be Earth's most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online.

Amazon Merchant service, as one of 3 pillar business in Amazon, provides enterprises the opportunity to sell their goods on the Amazon platforms globally, millions of sellers use this Marketplace and thereby contribute to the success of Amazon.

Seller Support is the organization within Amazon Merchant business unit that provides world-class support to over 2 million Amazon Sellers in 10 different countries. Sellers are our customers and we help eliminate problems associated with selling their products on Amazon. Seller Support (SeSu) acts as the primary interface between Amazon and its business partners. SeSu will be responsible for providing timely and accurate operational support to Merchants selling on the Amazon platforms, address chronic system issues, provide process improvements, and develop internal procedures and features to improve external and internal customer experience consistently.

Key job responsibilities

• Executing the transaction quality measurement framework for PSS account manager serving multiple geographies and skills.

• Audit in a professional, ethical, and objective manner of contacts to ensure adherence to quality audit standards.

• Accurately execute auditing tasks in a timely manner to meet programmatic and operational needs.

• Display decision making aptitude based on audit guidelines and in ambiguous contexts.

• Identify root cause of defects and process improvement opportunities to enhance process efficiency, quality and Seller experience.

• Participate in calibrations and calibrate to quality outcomes.

• Ability to analyze and identify patterns in large data sets.

• Support on Work Force related task like real-time monitoring, managing Service Level and reporting of Schedule deviations.

Basic Qualifications

• 2+ years of customer service or business operations or work force management experience.

• Business proficient fluency in both written and verbal in Mandarin and English languages.

• Demonstrated excellent time-management, organizational and prioritization skills as well as eye for detail with high level of accuracy.

• Demonstrated ability to successfully deal with ambiguity.

• Demonstrated ability to work independently with sound judgement and decision making.

• Demonstrated strong written and verbal communication skills; including the ability to comfortably engage with internal and external stakeholders to convey complex ideas in a clear, concise manner.

Preferred Qualifications

• Auditing/quality monitoring experience, preferably in a quality process role supporting a contact center environment.

• Demonstrated strong analytical skills; including the ability to find, interpret, and make recommendations based on available data.

• Demonstrated detail-oriented, analytical, proactive approach to identification and problem-solving.

• Demonstrated ability to drive customer service quality improvement initiatives.

• Self-starter, seeks out new tasks when work is complete. Aptitude to take on and execute special projects.