Customer Engagement Specialist

2 weeks ago

Shenzhen, Guangdong, China Amazon (Shanghai) International Trading Company Limited Shenzhen Branch - K17 Full time
Job Description

At Amazon (Shanghai) International Trading Company Limited Shenzhen Branch - K17, we are seeking a highly skilled professional to join our China Global Selling team as a Compliance Account Manager. This role will be responsible for providing prompt, efficient, and sufficient service to Amazon Selling Partners, including the appropriate escalation of Selling Partners' issues.

Key Responsibilities

  • Evangelize on Compliance requirements, Amazon programs, and products through effective, clear, and professional written and verbal communication via Amazon-approved Selling Partners-facing communication channels.
  • Maintain a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.
  • Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channels.
  • Liaise with other departments, such as Customer Service, Merchant Investigations, or Global teams, as required to resolve Selling Partners' issues and questions.
  • Demonstrate excellent time-management skills and the ability to work independently with good prioritization while using departmental resources, policies, and procedures.
  • Maintain high-performance metrics, such as quality, productivity, and program goals.

Requirements

  • 3+ years of experience in customer engagement, project management, and/or operations.
  • Experience within a customer service environment, with a desire to expand skills into new areas.
  • Ability to think creatively, deal with ambiguity, and manage changing priorities.
  • Technical (Internet & AI) savvy is required.
  • Enthusiasm and strong self-motivation.
  • Excellent time management skills with a high degree of flexibility, able to work independently for multitask with good prioritization.
  • Demonstrate appropriate sense of urgency for contact response time in the face of variable workflow.
  • Demonstrate effective communication, composure, and professional attitude.
  • Exemplary performance record, particularly with regard to quality and productivity.
  • Required excellent skill-sets include MS Office Applications (e.g., Excel). Basic knowledge of SQL/VBA/Tableau.
  • Proficient in both English and Chinese verbal and written communication.
  • Good data analytical skill.
  • Strong ownership and possess a solid 'can-do' attitude.

Preferred Qualifications

  • Business acumen in areas of Global e-commerce and retail.
  • Committed customer advocate, drive process & tool improvements.
  • Success in managing dynamic account portfolios.
  • Experience in strategy planning, consulting, or marketing.
  • Data analysis experience (one of SQL/Python/R/Spark skill).
  • Ability to dive into ambiguous cases and sort out solutions.
  • Work with partners to drive adoption (e.g., of product/feature/promotion) and implement solutions.
  • Experience with cross-border e-commerce compliance on product/trade/environmental compliance, and/or global tax/European Value Added Tax (VAT) a plus.

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