Advertiser Support Associate, CS Sponsored Ads

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

• Education: Bachelor Degree
• Excellent verbal and written communication skills
• 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.
• Demonstrate confidence and expertise through tone of voice (phone) or word choice (chat/email)
• Quick Learner with proven ability to work productively and efficiently in an independent setting.
• Global perspective and understanding of business objectives.
• Attention to detail and works with the highest level of accuracy. Willing to work in a diverse atmosphere and contribute to an inclusive culture .
• Strong prioritization and time management skills, with a high degree of flexibility.
• Adheres to the provided schedule (weekend might be required) based on the business requirement.
• This is a Virtual Role and requires a home work area that o Is free from background noise where you can connect to the internet and work on your deliverables.
• Should have a good internet connection with a minimum speed of 300MBPS or better from a reliable provider.
• Should have access to mobile phone at all times from a reliable provider.

Preferred Qualifications

• Strong technical and analytical aptitude.
• Excellent data management skill, including excel, SQL, etc.
• 12-18 months of Experience in Digital marketing / Advertising – Digital Ads, Sales operations, Digital Ads, Optimizations, Campaign Management.
• Exemplary performance record, particularly with regard to quality & productivity

Company – Amazon (China) Holding Company Limited – D24