Experienced Advertiser Support Associate, CS Sponsored Ads – Remote Customer Service and Advertising Operations Expert

About Us

At Amazon, we're committed to revolutionizing the way people shop, live, and work. As a global leader in e-commerce, cloud computing, and artificial intelligence, we're constantly pushing the boundaries of innovation and customer satisfaction. Our Advertising Support Team is a vital part of this mission, providing exceptional support to our advertisers and ensuring their success on our platform. If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we want you to join our team as an Advertiser Support Associate, CS Sponsored Ads.

Job Summary

We're seeking a highly skilled and detail-oriented Advertiser Support Associate to join our team. As a key member of our Advertising Support Operations team, you'll act as the primary interface between Amazon and our advertisers, providing timely and accurate support across various channels, including chat, email, and phone. Your exceptional communication skills, analytical mindset, and commitment to excellence will enable you to drive success for our advertisers and contribute to the growth of our advertising business.

Key Responsibilities

• Empowers self-service advertisers with timely and accurate assistance across chat, email, and phone channels.
• Reviews and evaluates advertising content (text, image, video) to comply with Amazon ad policy guidelines.
• Supports advertisers by providing feedback on rejected ads based on policies/guidelines on ad content, which may include negative, political, sexual images, text/product description, audio, and videos.
• Uses strong interpersonal skills to maintain professional, positive interactions with advertisers, effectively managing difficult issues.
• Demonstrates excellent time-management and judgment while utilizing departmental resources, tools, and procedures.
• Proactively reports operational challenges and escalates issues to appropriate contacts.
• Stays current with platform policies, industry trends, and regulatory requirements.
• Collaborates with cross-functional teams to improve ad review processes and policies.
• Consistently meets productivity, precision, and other operational metrics.
• Identifies and reports trends in policy violations or emerging issues.
• Contributes to a positive work environment, aiding teammates with difficult contacts as needed.

Essential Qualifications

To succeed in this role, you'll need:

• 6+ months of customer service experience.
• 6+ months of driving process improvements experience.
• Excellent verbal and written communication skills in English, Japanese, and Chinese (Mandarin).
• Ability to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• Bachelor's Degree (preferably B.Tech/B.Com).
• Excellent verbal and written communication skills in English.
• Ability to communicate ideas using simple language.
• Ability to guide and maintain conversations, demonstrating active listening and strong interpersonal skills.
• 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 ability, and problem-solving skills.
• Confidence in analyzing number-based reports and experience in MS Office (esp. Excel).
• Quick learner, actively seeking 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.

Preferred Qualifications

We're looking for candidates with:

• 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 skills, with a demonstrated ability to manage multiple, competing priorities simultaneously.

Career Growth Opportunities and Learning Benefits

As an Advertiser Support Associate, you'll have the opportunity to:

• Develop your skills in customer service, problem-solving, and communication.
• Contribute to the growth of our advertising business and make a meaningful impact on our customers' experiences.
• Collaborate with cross-functional teams to improve ad review processes and policies.
• Stay current with platform policies, industry trends, and regulatory requirements.
• Participate in training and development programs to enhance your skills and knowledge.

Work Environment and Company Culture

Our Advertising Support Team is a customer-obsessed and inclusive team that takes pride in providing exceptional support to our advertisers. We're a cohesive and dynamic team that displays the Amazon Leadership Principles in everything we do. As a remote worker, you'll have the flexibility to work from home and enjoy a low-stress role with great rewards.

Compensation, Perks, and Benefits

We offer a competitive salary, benefits, and perks, including:

• Flexible work schedule and remote work options.
• Opportunities for career growth and professional development.
• Competitive salary and benefits package.
• Access to Amazon's comprehensive training and development programs.
• Recognition and rewards for outstanding performance.

Conclusion

If you're a customer-focused, detail-oriented, and analytical individual with a passion for problem-solving, we want you to join our team as an Advertiser Support Associate, CS Sponsored Ads. Apply now and take the first step towards a rewarding career with Amazon!