FBA is a growing business 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 sellers to rapidly grow their business. As mentioned by Jeff Bezos, Founder and CEO of Amazon, 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. Our long-term vision is that customers can order and receive a sellers’ product the same day anywhere in the world.
Support Operations role in FBA is to support Sellers with financial related questions and ensure 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 inquiries.
Position Description: Support Ops Specialist A Support Ops Specialist acts as a primary interface between Amazon and sellers through email communication. This position is responsible for supporting Amazon’s Global Supply Chain process with investigative research and working on the assurance of seller fulfillment process defect and reimbursement accuracy to protect both Amazon and Seller experience. 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.
Key Responsibilities includes: 61 Utilizes various internal system and tools to identify the valid defect and reimbursement 61 Dedicates to look for strong evidence to prove the point of view when it comes to subjective judgment 61 Delivers various logical and accurate investigations according to the needs of different sellers 61 Keeps the email accurate and professional when handling sensitive information to protect the interests of the company and sellers 61 Manages time effectively and independently to research seller accounts logically and responds to case requests from sellers 61 Maintains accountability to attendance, productivity, and quality expectations while adapting to the changing requirements of the business
Basic qualifications: 61 Good written and verbal communication skills in English and Mandarin 61 Ability to quickly learn new computer-based tools; experience in Microsoft Office suite 61 Able to communicate effectively with composure and professional attitude 61 Able to deliver result in fast pacing environment and complete multiple tasks to meet deadlines. 61 Able to work in production environment with proven track record of achieving productivity and quality targets. 61 Ability to work collaboratively in team activity 61 Able to apply appropriate sense of urgency and adaptability in response to changing business needs and embrace constant change with flexibility 61 Has strong attention to detail and the ability to work independently in a fast-paced and rapidly changing environment 61 Desire to constantly expand skillset
Preferred qualifications: 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 provide a prompt and reliable solution with 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 ideal candidate also demonstrates end to end ownership of seller interaction and couples this with professional problem solving to provide exceptional support to Sellers.
61 Education: Bachelor Degree or above 61 1 year+ experience within a customer service /contact center environment 61 Experience with fraud or risk investigations. 61 Process improvement experience 61 Strong logical thinking, analytical ability, quick learner preferred 61 Ability to maintain high levels of confidentiality and data security standards. 61 Demonstrated positive, results oriented attitude. 61 Excellent team player capable of learning and sharing knowledge in a team environment.
