Support & Ops Specialist, English and Chinese Language

Amazon; Sheffield; On-site; GBP 25,000 - 40,000; Full time

Job summary

An established industry player is seeking a Support & Ops Specialist who excels in customer service and operational expertise. This role involves working closely with customers to understand their needs and provide effective solutions. You will utilize your advanced language skills in English and Chinese to communicate with diverse stakeholders and resolve issues proactively. If you thrive in a dynamic environment and are passionate about enhancing customer experiences, this position offers an exciting opportunity to make a significant impact.

Qualifications

• Advanced proficiency in both English and Chinese is essential for this role.
• Experience in analyzing data and creating reports for leadership is required.

Responsibilities

• Listen closely to customers and prioritize their needs effectively.
• Facilitate information flow between Amazon Freight and external customers.

Skills

Advanced proficiency in Chinese

Advanced proficiency in English

Conflict resolution skills

Decision-making skills

Effective communication

Tools

MS Office (Word, Excel, Outlook)

Job description

Support & Ops Specialist, English and Chinese Language

Job ID: 2963162 | Amazon UK Services Ltd.

This role 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 responsibilities

1. Listen closely to customers; understand, paraphrase, and prioritize customer needs before providing appropriate solutions.
2. Communicate with customers using verbal and written methods, ensuring accuracy and conciseness.
3. Utilize conflict resolution and decision-making skills, demonstrating effective listening and patience.
4. Adhere to applicable company policies when dealing with customer interactions.
5. Facilitate information flow between Amazon Freight and external customers, proactively resolving potential issues impacting the customer experience.

A day in the life

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

Basic qualifications

• Advanced proficiency in Chinese (B2/C1) and English (B2/C1).
• Experience communicating with diverse stakeholders, including peers and leadership.
• Experience working with MS Office (Word, Excel, Outlook) professionally.
• Experience analyzing data and creating reports for leadership.

Preferred qualifications

• Experience with process improvement techniques such as Kaizen, Gemba, process mapping, and Aces certification.
• Experience in a logistics environment.

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