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Description

The Advertising Support Associate provides exceptional support to Advertisers and acts as the primary interface between Amazon and its Advertisers. The associate will be responsible for providing accurate solutions to the issues raised by the Advertisers in a timely manner. An Advertising support associate is expected to resolve the Advertiser's queries, address any system issues, drive process improvements and contribute to a healthy team environment while meeting the goals on KPIs (Key Performance Indicators).

Key job responsibilities

The Advertising Support Associate

• empowers self-service Advertisers with the on-time right assistance to enable them to confidently and effectively grow their business with Amazon. These effective support interactions address immediate issues and unlock future business opportunity.

• is in-charge of handling inbound email, phone and chat contacts from self-service Advertisers and uses best judgement, research and probing questions to understand the Advertisers’ issue, uses knowledge and Standard Operating Procedure (SOP) guidance to provide prompt and accurate solutions to the issues raised by the Advertiser

• uses strong interpersonal skills to maintain fluent conversations with Advertisers.

• maintains a positive and professional demeanour always portraying the company in a positive light and effectively managing difficult issues.

• demonstrates excellent time-management skills while using departmental resources, tool, policies and procedures.

• proactively reports operational challenges to manager/team lead and escalates to the right contacts.

• contributes to a positive work environment and proactively aids teammates with difficult contacts as needed.

• expected to handle all 3 channels chat, phone and emails.

A day in the life

The Advertising Support Associate plays an exciting and important role for Amazon by consulting with the Advertisers to resolve their queries/concerns and unblocking them and anticipates their needs and offers recommendations to grow their business

About the team

The Advertising Support Team is Customer obsessed and takes pride in providing exceptional support to the Amazon Advertiser. We are a cohesive and inclusive team and display the Amazon Leadership Principles in everything we do.

Basic Qualifications

• 6+ months of customer service experience

• 6+ months of driving process improvements experience

• Excellent verbal and written communication skills - English, Japanese and Chinese (Mandarin)

• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

• Bachelor Degree (Preferably B.Tech/B.Com)

• Excellent verbal and written communication skills - English

• Ability to communicate ideas using simple language

• Ability to guide and maintain conversations. Demonstrate active listening and strong interpersonal skills. Confidence in using probing questions to gain insights.

• 1-2 years of live medium (especially phones) experience in Digital Marketing/ Advertising Sales, Consultation, Contact Centre or ITES (Information Technology Enabled Services) industry.

• An exceptional eye for detail, analytical and ability to solve problems given the fast-paced nature of our division, the aptitude to multi task.

• Confidence in the analysis of number-based reports and experience in MS Office (esp. Excel).

• Quick Learner, actively seek to expand knowledge and develop expertise.

• Global perspective and understanding of business concepts and objectives.

• Proven ability to work productively and efficiently in an independent setting.

• Strong prioritization and time management skills, with a high degree of flexibility.

• Adheres to the provided schedule in a 24/7 environment including night shifts (rotational) and weekends, shifts are decided based on business requirement.

• This is a Virtual Role and requires a home work area that

• Is free from background noise where you can connect to the internet and work on your deliverables.

• Should have a stable internet connection with a minimum speed of 300 MBPS or better.

• Should have access to mobile phone at all times from a reliable provider.

Preferred Qualifications

• 1-2 years of experience in live medium (especially phones) from Digital Marketing/ Advertising Sales, Consultation, Contact Centre or ITES (Information Technology Enabled Services) industry.

• Strong technical and analytical aptitude.

• Passion for online advertising and a track record of delivering outstanding results

• Excellent data management skill. Demonstrated high attention to detail and proven ability to manage multiple, competing priorities simultaneously

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.