Support & Ops Specialist, English and Chinese Language

TN United Kingdom; Coalville; On-site; GBP 25,000 - 40,000; Full time

Job summary

An established industry player is seeking a Support & Ops Specialist fluent in English and Chinese to enhance customer service excellence. This role requires flexibility for night shifts and involves using operational expertise to assist the UK network. You'll engage with customers, resolving issues proactively and ensuring effective communication. Ideal candidates will have advanced language skills and experience in data analysis. Join a dynamic team committed to delivering exceptional service and making a real impact in the customer experience.

Qualifications

• Advanced proficiency in English and Chinese required.
• Experience in data analysis and report creation for leadership.

Responsibilities

• Assist the UK network with technical skills and customer escalations.
• Provide proactive resolutions by researching internal tools.

Skills

Advanced Chinese (B2/C1)

Advanced English (B2/C1)

Conflict resolution

Effective communication

Data analysis

Tools

MS Office Suite

Job description

Social network you want to login/join with:

Support & Ops Specialist, English and Chinese Language, Coalville

Client:

Amazon UK Services Ltd.

Location:

Job Category:

Customer Service

-

EU work permit required:

Yes

Job Reference:

886cca2cf9f8

Job Views:

3

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

This job requires flexibility to work night shifts.

Providing excellent service is part of our mission to become the world’s most customer-centric company. As a Support & Ops Specialist, you will exemplify our Customer Service Mission Statement by using operational expertise to assist the UK network with technical skills, process improvement initiatives, and customer escalations.

Key job responsibilities

• Listen closely to customers; understand, paraphrase, and prioritize customer needs before providing appropriate solutions.
• Communicate with customers using verbal and written communication methods, ensuring accuracy and conciseness.
• Utilize conflict resolution and decision-making skills as applicable to customers, demonstrating highly effective listening skills and patience.
• Be aware of and adhere to applicable company policies when dealing with customer interactions.
• Facilitate the flow of information between Amazon Freight and external customers, proactively resolving potential issues that impact the customer.

A day in the life

A Support & Ops Specialist facilitates the flow of information between Amazon Freight and external customers, proactively resolving potential issues that impact customer experience and performance delivery. They provide proactive and timely resolutions by researching and querying internal tools, making real-time decisions, and communicating effectively with stakeholders (verbal and written) to build rapport.

BASIC QUALIFICATIONS

• Advanced level of Chinese (B2/C1) and English (B2/C1).
• Relevant experience communicating with a wide range of stakeholders, including peers and leadership.
• Experience working with MS Office suite (Word, Excel, Outlook) in a professional environment.
• Relevant experience in analyzing data and creating reports for leadership. Proficiency in both written and verbal English (minimum B2 CEFR).

PREFERRED QUALIFICATIONS

• Preferred qualifications are not required to apply. If you meet all basic qualifications, we encourage you to apply.
• Experience with process improvement techniques such as kaizen, gemba, process mapping, and Aces certification.
• Experience in a logistical working environment.