Ops Specialist, APEx at Amazon SZ South 3 GmbH

Tokyo, Tokyo, Japan -

Full Time

Start Date

Immediate

Expiry Date

08 Jun, 26

Salary

0.0

Posted On

10 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Operations Support, Proactive Monitoring, Issue Resolution, Escalation Management, Outbound Calling, Communication Skills, Internal Dashboards, Process Improvement, Root Cause Analysis, Quality Metrics, Productivity Metrics, Cross-functional Collaboration, Analytical Approach, Adaptability, Prioritization

Industry

Software Development

Description

チームについて Amazonは、地球上で最もお客様を大切にする企業となることを目指しています。AMXL プロアクティブ・エグゼキューション（APEx）チームは、大型家具・家電製品の購入、配送、設置に伴う複雑なお客様の問題を解決するチームです。ポジション概要 APExオペレーションスペシャリストは、大型家具・家電の注文に関連する商品およびサービス体験において、オペレーションチームをサポートします。配送関連の不備を先回りして検知・解決するとともに、エスカレーションに迅速に対応し、常にお客様を起点に行動します。また、配送に関する問題が特定された場合には、お客様に電話で解決策をご案内する業務も担当します。 *** About the Team At Amazon, we strive to be Earth's most customer-centric company. The AMXL Proactive Execution (APEx) team resolves complex customer problems associated with purchasing, delivering, and installing Heavy-Bulky products such as large furniture and appliances. Role Overview The APEx Operations Specialist supports the operations team in delivering exceptional product and service experiences for Heavy-Bulky orders. This role is responsible for proactively identifying and resolving delivery defects, responding to escalations in a timely manner, and always working backwards from the customer. The role also requires direct outbound calls to customers to communicate solutions for identified delivery issues. Key job responsibilities - お客様やビジネス関係者に影響を及ぼす問題が発生した際に責任を持って解決に当たり、同様の問題を未然に防ぐ方法を提案する - 予定配送および突発的な配送における配送不備のモニタリングと先回りでの解決 - 適切なタイミングで正確かつプロフェッショナルなカスタマーサービスを提供し、お問い合わせを解決する - 配送問題に関するお客様への電話連絡および解決策のご案内 - 文書でも口頭でも分かりやすく丁寧なコミュニケーションスキルを発揮する - 社内ダッシュボードを効果的に使用し、ビジネスパートナーに対して正確な回答と最高のカスタマーエクスペリエンスを提供する - システムやプロセスの問題、お客様からのフィードバックの傾向を積極的にマネジメントにエスカレーションする - お客様の声を代弁して業務プロセスを見直し、より高いレベルのカスタマーエクスペリエンスを推進する - 繰り返し発生する問題の根本原因を特定し、業務プロセスの改善提案を実施する - 定められた品質・生産性指標に基づく成果の達成 - 関連チームとの効果的な連携による問題解決とオペレーション改善の推進 - タスクの評価・優先順位付けにおける一貫した分析的アプローチの実践 - めまぐるしく変化する環境に柔軟に対応する *** - Take ownership of emerging issues that impact customers and business stakeholders, drive resolution, and recommend ways to prevent similar issues in the future - Proactively monitor and resolve delivery defects for both scheduled and non-scheduled deliveries - Provide timely, accurate, and professional customer service and contact resolution - Contact customers via phone to communicate solutions and updates on delivery issues - Demonstrate clear and polite written and oral communication skills in all interactions - Effectively use internal dashboards to provide accurate responses and an exceptional customer experience for business partners - Proactively escalate system and process issues, as well as customer feedback trends, to management - Be the voice of the customer to challenge existing processes and advocate for an exceptional customer experience - Identify root causes of recurring issues and propose process improvement recommendations - Deliver results against defined quality and productivity metrics - Collaborate effectively with cross-functional teams to drive resolution and improve operations - Maintain a consistent analytical approach when assessing and prioritizing tasks - Adapt in a fast-paced, constantly changing environment Basic Qualifications: - 日本語能力（ビジネスレベル以上、口頭・文書の両面） - カスタマーサービス、オペレーション、または関連分野での実務経験 - 優れたコミュニケーション能力（口頭・文書） - 週末を含む柔軟なシフト勤務が可能であること - 自律的に業務を遂行し、複数のタスクの優先順位を管理できる能力 - Microsoft Officeまたは同等ツールの使用経験 - Proficiency in Japanese (business level or above, verbal and written) - Experience in customer service, operations, or a related field - Strong verbal and written communication skills - Ability to work a flexible schedule, including weekends - Demonstrated ability to work independently and manage competing priorities - Proficiency in Microsoft Office or similar tools Preferred Qualifications: - Paragon／AC3ケースや注文管理システムの使用経験 - 英語を流暢に読み・書き・話すことができる - Experience with Paragon/AC3 case and order management systems - Speak, write, and read fluently in English 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 [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.

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Responsibilities

The Operations Specialist supports the delivery of exceptional product and service experiences for Heavy-Bulky orders by proactively identifying and resolving delivery defects and responding quickly to escalations. This role also involves making direct outbound calls to customers to communicate solutions for identified delivery issues.