Microsite Associate

Job description

DESCRIPTION

Summary:
We are hiring associates for a brand new team in PEK10 – CN MICROSITE. MICROSITE is a dedicated team focusing on improving Seller Experience. MICROSITE team partner with Product Development teams to mitigate Seller pain points and drive defect elimination and contact reduction on project basis. Project initiatives include deep dives for highlighting Seller pain points, identifying use cases for Paragon Workflow design, Gamma testing of Seller facing products and workflows, reviews of process maps, SOPs, BRDs.
The role provides an opportunity to play a critical role in driving process improvements for improving seller experience, preventing defects for critical changes/feature launch and sharing seller anecdotes with product teams. In this role, associates spend a fixed amount of time (around 50%) working on planned projects with external teams (Seller Experience, root cause elimination, CPU, self-service, CPM, etc.) to provide insightful, specific feedback on seller experience. Remaining time is spent in day to day production support responding to Seller contacts via email, chat and/or phone.
Responsibilities:
· Analyze seller contacts and share insights on contact drivers.
· Recognize system, quality, and process concerns contributing to poor seller experience and share with product and leadership teams.
· Demonstrate effective, clear and professional written and oral communication.
· Provide prompt and efficient service to Amazon Sellers and Merchants including appropriate escalation of Seller issues.
· Contribute to a positive team environment and proactively assist others with difficult contacts as needed.
· Meet and/or exceed performance metrics such as quality, productivity, first contact resolution, and attendance.

Desired profile

BASIC QUALIFICATIONS

· College degree (BA/BS) or higher in relevant field (or equivalent work experience).
· Minimum of 6 months experience within SPS team, Strong knowledge skill, especially M@, FBA, Feeds, IIDP.
· Bilingual or Trilingual skills, fluent in English writing.