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1-Customer Service Associate
Description
Our Amazon Contact Centers work towards a single goal: to deliver the best possible support experience to our customers. To do that, our CS Operations teams are empowered and expected to think like owners. We solve problems the first time so that customers have an effortless experience every time. Building on Amazon’s global mission of being the ‘Earth’s most customer-centric company’, the Customer Service team started operations in August 2005 and has grown steadily in size and scope since then. Our Team members are empowered to think like owners and resolve customer problems via phone, email or live chat. We operate in a fast-paced, dynamic environment and make an impact to millions of customers across the globe. Our relentless focus on process improvements has helped us continuously evolve and expand our focus into new business domains.
Knowledge And Skills Required
BASIC QUALIFICATIONS
- Must be fluent in both Arabic and English in written and verbal communication.
- Must be 18 years of age or older.
- Minimum qualification of high school (Tawjihi) -Passed.
- Must be flexible with all shifts including night shift.
- Must be eligible to currently live and work in Jordan.
Communication Skills
- 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
- 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 - as much as 60 hours a week, most often occurring 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
- Demonstrates understanding of the Internet, Amazon.com website, and competitor websites.
- Familiarity with Windows XP, Microsoft Outlook, Microsoft Word Internet Explorer.
- Excellent typing skills
Company - Nuqtat Al Taknalojia
Job ID: A1462598
2- Associate - Catalog (L2)
External Job Description
DESCRIPTION
Core Responsibilities
- Handle the day-to-day volumes of the assigned tasks and ensure the given SLA are met per quality standards
- Flexible with working schedule; expected to work weekends and holidays.
- Willingness to take initiatives & responsibilities and work on weekends, and outside of the "standard" work day
- Ability to work overtime as dictated by business need; as much as 40 hours a week, most often occurring in the weeks surrounding any official holidays.
- Maintain records of day-to-day work by updating trackers to reflect work done
- If there is a possible default on SLAs or quality, flag the escalation in time to the manager or lead
- Interacting and coordinating with vendors/buyers to accurately reflect the Amazon catalog for price, product details and other product-related information
Basic Qualifications
- Bachelor’s degree in any discipline or 2 years of experience in a similar role.
- Ability to dive deep into a problem, perform ‘Root Cause Analysis’ and identify constraints to recommend a solution – on this, we will test the candidate’s ability to think logically through a given issue, structure their thoughts, identify the problem correctly and then recommend appropriate solutions
- Ability to deal with ambiguity – use discretion and judgment to take decisions on critical business tasks based on available information
Preferred Qualifications
Skills and Competencies
- Strong written and verbal communication skills in English and Arabic.
- Strong business communication skills – ability to communicate with internal/external stakeholders clearly and concisely
- MS Excel proficiency – ability to mine voluminous data for specific detail according to instructions provided. Knowledge in VB Scripting and macros.
- Strong analytical skills – Ability to do high school level arithmetic
- Familiarity with navigating the internet – research techniques on the internet and finding required information quickly
Company - Nuqtat Al Taknalojia
Job ID: A1472147
3- Compliance Manager
Description
Amazon is an E-commerce and Cloud Computing company with headquarters in Seattle, Washington. Since 1995, Amazon has focused on being “the world’s most customer centric company.” Our customers are worldwide, and include not just consumers, but also our sellers and vendors (selling partners). Amazon.com operates in a virtual, global eCommerce environment without boundaries.
Product Assurance, Risk & Security (PARS) organization exists to keep our customers and partners safe, protect associates, ensure WW compliance, and enhance our brand through environmentally and socially sustainable operations. The Compliance Operations Team (C-Ops) is the operational arm of the PARS, an integral part of Amazon online product lifecycle and buying operations. The team is designed to ensure Amazon is compliant in the online retail space.
C-Ops performs classification actions for Restricted Product Compliance (RPC), Dangerous Goods (DG), Trade Compliance (TC), and Direct Import Product Compliance (DIPC) programs. C-Ops also supports the sustainability initiatives related to Corporate Social Responsibility (CSR), Customer Packaging Experience (CPEX), Electronic Handling Fee, Product Safety review and Product Recall for the Product Safety program. C-Ops is a global team with offices across Jordan, India, China, Poland, Romania, Netherlands, Costa Rica and supports compliance related needs for all Amazon marketplaces and internal customers.
We are looking for talented Compliance Manager for Compliance Operations team in Amman, to support our rapidly growing and evolving businesses. You will support the business by managing compliance associates and specialists working on product compliance reviews. The classification should be according to the country specific product compliance regulations and trade requirements. You will work directly with program teams, Retail teams, Legal, and a variety of global internal businesses and outside vendors to drive operational goals related to product compliance across the supply chain.
The position is responsible for supporting Amazon’s worldwide compliance program primarily focusing on Middle East regulatory requirements. By supporting compliance approaches while creating innovative solutions that move at internet speed.
Roles And Responsibility
You will be responsible for a team supporting multiple categories that work on Amazon Catalog to classify products, which in turn enable a reliable and operationally effective flow of products across borders, and thus suffice Amazon internal customers across the globe to deliver to their requirements. Duties may include, taking part in planning, organizing and directing the work of compliance specialists or others, strategize and drive compliance associates to execute procedures on work received, to estimate time on new jobs received, check accuracy / quality of classification done, ensure records are maintained accurately, and ensure utilization (or related metrics) of team is high. As a compliance manager, you would be responsible for:
- Manage a team of 15+ associates and specialists in driving Operational goals for respective business functions measured under Cycle Time/ Productivity/Quality/ Cost metrics
- Manage global classification/rule writing programs that will result in duty savings and ultimately benefit the programs. Make right hiring decisions, continuously develop team, Set goals and holds team members accountable for performance.
- Drive process improvements and enforce quality processes.
- Scale up team by proper budgeting and planning.
- Work with Amazon’s internal technology teams to develop creative and best-in-class product compliance business processes that can scale up.
- Work with various internal teams (e.g. supply chain, Retail teams, system teams, program teams) to help drive tools, best practices and process improvements that affect classification speed of the program.
- Leverage data to continuously improve Product Compliance at Amazon.
Key Performance Areas
- Deliver business goals for processes handled.
- People Management (leadership role, team management & development, floor control and retention)
- Attract talent and makes right hiring decisions, On-boarding and continuous development of team and maintain a high delivery bar.
- Formulate, Implement, Track career path & Individual Development Plans of each member in the team.
- Metrics Management (Executes and makes plans to deliver business metrics)
- Mentor and guide Quality lead / Process Expert to manage quality, improve process efficiency and minimize variation, conceptualize, design and deliver training to the team.
- Owns weekly/monthly metrics and process reviews with internal and external stakeholders.
- Participates and provides adequate support in business reviews with mid-level and senior stakeholders.
Basic Qualifications
- 3+ years of people management experience for a team of 15+ people direct reports.
- Flawless command of both Arabic & English Languages, written and verbal.
- Experience in one or more of the following compliance domains: Dangerous Goods, Food Safety, Product Safety, Restricted Products and Trade compliance.
- Ability to attend meetings and trainings with colleagues from different time zones, custom work hours as required, handle promptly work related emergency when they occur, that can include customized weekends or work different shifts rotation.
- Able to work in an ambiguous, dynamic & ‘internet-speed’ environment with tight deadlines
- Bachelor’s degree in a relevant discipline or equivalent experience.
- Proficiency in MS Excel and other office applications
- Attention to detail and ability to manage multiple, competing priorities simultaneously
- Experience in business process improvement
- Ability to work independently and autonomously.
- Possess strong communication and leadership skills
Preferred Qualifications
- Experience in one or more of the following:
Ecommerce or Retail industry
Regulatory compliance management with government agencies.
Lean Six Sigma and other process improvement tools.
Tableau & SQL
- Fluent in a third Language
Company - Nuqtat Al Taknalojia
Job ID: A1465758
4- CS Operations Mgr
Job Description
DESCRIPTION
Job Role- Operations Manager
Reporting to: Site leader
Location: Amman, Jordan
Amazon's mission is to be earth's most customer-centric company--and the Customer Service Operations Manager is at the forefront of that mission.
We work towards a single goal: to ensure the best possible experience for our customers. To do that, we empower our people to think like owners and solve problems right the first time. As a team, we are focused on continuously improving and setting new standards in customer support. You need to love developing individuals at all stages of their careers, and not be afraid to get your hands dirty. You have to thrive in the type of environment that is constantly going and growing. In the words of Jeff Bezos’ “Many of the problems we face have no textbook solution, and so we-happily-invent new ones.” Can you develop leaders, put out fires, and deliver on initiatives that involve senior leadership, all before lunch? Then Amazon may be the place for you.
A Day in the Life of an Ops Manager involves:
- Leading and managing 3-4 direct reports and 300+indirect reports.
- Diving into data to identify the root of a problem and solving it (no matter how large or small the scale)
- Managing workflow, escalations and effectively delegating across your leadership team.
- Driving the creation of staffing plans, schedules, quality/process change initiatives, and Lean/Kaizen activities in our fast paced environment.
- Ensuring the development of your direct and indirect reports as you continue to raise the bar on talent.
- Being prepared to jump on a call and present to senior leadership at a moment’s notice.
- Experience interviewing and selecting people who will maintain a high performance bar in Amazon
- As a leader of leaders understands how to nurture and develop leadership skills
- Strong listening skills
- Positive communicator who understands when necessary how to have tough conversations
- Knows and communicates the Amazon mission, vision and strategy
- Ability to confidently facilitate team discussions and communicate business messages
- Maintains a high level of professionalism and approach-ability
Operational Delivery
- Understands and owns the controllable elements of service level delivery
- Ability to use data and insights to prepare metric reviews
- Creates operational plans to support peak ramp up and down as well as readiness for business launches
- Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes
- Builds plans to test and experiment new approaches to service delivery
Continuous Improvement
- Leads and participates in Kaizen events to improve the customer and associate experience
- Uses data to identify areas of ongoing improvement in how service is delivered
- This role works on shifts: 9 hours, Any 5 days of the week between Sun-Sat. National holidays considered working days. 8 days off per month. May need to work outside of regular working hours or on holidays/late night.
Basic Qualifications
- Bachelor’s degree from an accredited university
- 5+ years people management experience
- Project management experience
- Experience managing large teams of 300+ reports including leadership roles
- Fluent English (Conversation and Writing)
- Uses data to identify areas of ongoing improvement in how service is delivered E
- Ensure processes are in place for continuous improvement and foster innovation on your teams and on a virtual basis
- Acts as the operational representative for business teams to understand voice of the customer
Preferred Qualifications
- Master’s degree or MBA
- Lean/Six Sigma experience
- Experience in contact center, retail, or e-commerce operations
- Strong communication and presentation skills
- Absolute passion for ensuring a great customer experience
- Ability to work in an ambiguous, fast paced environment
- Data analysis and analysis experience
- Ability to communicate in multiple languages is highly preferred.
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.
Company - Nuqtat Al Taknalojia
Job ID: A1467651
5- Sr. Quality Associate - Catalog
Description
Amazon.com, a Fortune 500 company based in Seattle, Washington, is the global leader in e-commerce. The company has grown to a multi-billion dollar enterprise since it was founded in 1995. Today, Amazon.com offers everything from books and electronics to tennis rackets and diamond jewelry. We operate stores in the United States, Canada, United Kingdom, Germany, France, Italy, Spain, Japan, China, India and MENA.
The Retail Business Services (RBS) group is an integral part of Amazon´s online product life-cycle and supports buying operations. The RBS team is currently organized around 3 goals: Website setup of new products, providing support services associated with keeping items current on the website and resolving defects that occur in the supply chain. The RBS team is looking to staff up a team to ensure Org Excellence for MENA. As a Sr. Quality Associate in RBS, you will contribute to increased customer sales as a result of high quality processes associated with creation and maintenance of product lifecycle on the Amazon website.
In Your Day-to-day Job, Depending On The Process You Will Be Working On, You Will Be Faced With Numerous Challenges Such As
- Demonstrate expertise in handling end-to-end processes and related tools in order to achieve business goals.
- Perform root cause analysis, researching for missing information, finding the main errors and solving them in order to ensure the correct functioning of processes and to enhance team performance in terms of productivity and quality.
- Supporting and implementing improvement ideas in order to increase processes efficiency.
- Share knowledge and best practices with the team by email, shadowing sessions, workshops.
- Training and mentoring other Associates to ensure a fast ramp.
Basic Qualifications
- Proficient in English & Arabic languages. Candidate must demonstrate language proficiency in all the following: verbal, writing, reading and comprehension.
- Graduation in any stream with minimum one year of work experience as QA. Along with exp in quality management, knowledge of MS office package specially Office and Excel, 7 QC tools etc.
- Strong communication skills to interact with vendors and internal customers;
- Critical and analytical thinking in order to challenge processes and status quo
- Ability to work with global and cross functional teams.
Preferred Qualifications
- Languages known such as VBA, Phython, SQl, etc.
- Exposure to back office operations, escalation management and troubleshooting environments.
- Experience working on process improvement processes like Kaizen, 6Sigma etc. is a plus.
- Resistance to repetitive tasks and ability to identify automation opportunities.
- The ability to learn and to work on more tasks at the same time.
- The ability to anticipate customer’s needs and to set correctly the right expectations.
- RCA Tools- Fish bone & 5Ys.
Company - Nuqtat Al Taknalojia
Job ID: A1471969