SDS Associate – Japanese-Speaking Associate

Description
Role
: SDS Associate - Japanese Speaking (Permanent)

Job Type
: Permanent, Full-time

Location
: Three E-com Center, MOA Complex, Pasay City

Thank you for your interest in becoming an Amazonian, we would like to welcome you to the world of career opportunities within our Customer Service. At Amazon, we value our customer above all and we are looking for the best associates to take care of a variety of clients. By applying to this position, you are going to be considered for one of the following organizations:
SDS Associate - Japanese Speaking
.

Here Is What You Need To Know About Them
Our mission at Amazon is to be Earth's most customer-centric company, and our award-winning Shipping and Delivery Support (SDS) team is a key part of achieving that goal. Doing our best for our customers is where we get our energy, and that's why you'll find we approach things differently here. We won't ask you to read from a script or learn dialogue by heart. Instead we'll provide you with the training you need to problem solve for our customers. You'll bring your unique personality to every conversation to provide the exceptional support experience our customers love.

What will you do as an SDS Associate?
As an Amazon SDS Associate, you have a very clear purpose: to ensure successful deliveries by supporting customers, drivers, shippers, and Delivery Service Partners. You'll be the first point of contact for our Japan customers by answering their requests through phone, chat, and/or email, and use a variety of tools to navigate and review solutions in real-time, facilitate the flow of information between delivery stakeholders, and communicate effectively with our customers. You will also be responsible for gathering intelligence to prevent any potential issues that may impact customer experience and delivery performance.

What will your working week look like?
This role requires working variable hours to match when customers need us most. You will work on shifting, rotating, graveyard or day shifts. Your work week is minimum 40 hrs, and you will be working on a 9-hour shift (8-hour shift with 1-hour lunch break) and all throughout your shift, you are expected to receive calls and assist our customers. In order to match our customer demand, we schedule based on a variety of different shift patterns within the operating hours of 4:00 pm and 1:00 am, Sunday to Monday. You will be working on holidays, weekends, and will be asked to render overtime based on business needs. In order to meet our customer needs, we implement periods in certain months during prime, peak and other critical working period that will restrict late, absences, approved leaves, and time off. You will learn more about your exact schedule closer to your start date.

What will you get in return?
Benefits
One of the great things about joining Amazon's Customer Service team is that you don't need past experience in customer service. You'll receive training and be provided with a complete equipment package when you join. Additionally, we offer a number of benefits, including:

• Social insurance (HMO, Medical Reimbursement, Life and Personal Accident Insurance)
• Amazon employee discount
• Leaves (Annual and Sick Leaves, Maternity and Parental Leaves, Other Paid Time Offs)
• Employee Assistance Program (counseling and referral services by telephone 24 hours a day, 7 days a week)
• 13th month pay, allowances and Statutory contributions (SSS, Philhealth, TIN and Pag-IBIG)
• Expert training and ongoing opportunities to learn more and develop your skills
• Monthly Language Premium worth as much as PHP 85,000

What qualities will you bring to Amazon?

• Hard-working, articulate, and detail-oriented
• Friendly and customer-focused in every situation
• Ability to learn quickly and embrace change
• Comfortable multi-tasking in a high-energy environment.

If this role sounds like it's for you, then click on the link below to start the application process
You'll need to allow 1-3 hours to complete the full application, including assessments which will evaluate your suitability for the role. We recommend using a laptop/desktop computer in order to get the best experience. You will have the option to save your application between each stage of the application process and return to it if necessary, but we strongly advise you to complete the process in one sitting where possible.

Thank you for your interest in becoming an Amazonian and we would like to welcome you to the world of career opportunities. At Amazon, we value our customer above all and we are looking for the best associate in Customer Service.
*If successful, we will contact you about next steps

If you pass the online assessments, you will go through an interview with our Japanese training team and hopefully if you pass the interview, you will be invited to join the job offer discussion
Basic Qualifications*
MINIMUM QUALIFICATIONS:

• Must be willing to work onsite at Pasay, Philippines.
• At least 18 years of age.
• Completed at least two years in college or Senior High Graduate; or
• High school graduate (old curriculum) with at least one year customer service experience; or,
• Less than two years in college with at least one year customer service experience.
• Eligible to work in the Philippines

Communication Skills

• Excellent communication skills (written and verbal).
• Ability to communicate correctly and clearly with all customers.
• Excellent documentation skills.
• Good comprehension skills – ability to clearly understand and state the issues customers present.
• Ability to concentrate – follow customers issues without distraction to resolution.
• Good composition skills – ability to compose a grammatically correct, concise, and accurate written response.
• Work successfully in a team environment as well as independently.

Computer Knowledge/Skills

• Ability to use a desktop computer system.
• Familiarity with Windows OS, Microsoft Outlook, Microsoft Word and Internet Explorer
• Excellent typing skills.
• Demonstrates understanding of the Internet, website, and competitor websites.
• Demonstrates an ability to successfully navigate websites.
• Demonstrates a proficient knowledge of email applications.
• Demonstrates an ability to learn in various media.
• Ability to successfully adapt to changes in the work environment.

Customer Focus

• Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment.
• Ability to empathize with and prioritize customer needs.
• Demonstrates interpersonal skills with a diverse customer base.
• Demonstrates conflict resolution, negotiation, and de-escalation skills.
• Demonstrates ownership to resolve challenging customer issues, escalating when necessary.
• Ability to determine customer needs and provide appropriate solutions.
• Maintain regular and reliable attendance, including the daily schedule as assigned.
• Flexible with the working schedule; may be expected to work weekends, holidays and events.
• Ability to work overtime as required by business with most often occurring but not limited to in the weeks surrounding the Christmas holiday season.

Problem Solving Skills

• Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned.
• Ability to approach problems logically and rationally.
• Action oriented and self-disciplined.
• Organized and detail-oriented.
• Ability to quickly and effectively prioritize work time in various departments to meet business need
• Ability to maintain composure in highly escalated situations.
• Qualified candidates will be comfortable in a multi-tasking, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.

Preferred Qualifications

• Customer service oriented.
• Strong prioritization and time management skills.
• Ability to embrace constant change with flexibility and good grace.
• Should be comfortable with a multi-tasking, high-energy environment.
• Understand and accept schedule changes based on business needs.
• Should be self-driven, committed to work, motivated, and task driven individual who can learn fast and operate with minimal support from Manager and Lead.

Company
- AOSP - Manila

Job ID: ASF