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Community Engagement Specialist
hace 2 meses
We are seeking a highly motivated and detail-oriented Community Engagement Specialist to join our team at Amazon. As a Community Engagement Specialist, you will play a critical role in shaping our community engagement efforts with Selling Partners in Amazon's Seller Forums and beyond.
Key Responsibilities- Monitor forum answers and respond on behalf of Amazon to posts or comments that didn't receive an accurate answer.
- Recognize risk and public nature of the social support contacts.
- Work diligently to restore a positive experience with each individual Seller.
- Actively track customer pain points to identify possible solutions.
- Creatively and proactively assist sellers through multiple contact channels within given guidelines.
- Stay current on new offerings and subject matter expertise within Seller topics.
- Audit the quality and accuracy of forum replies from community users and super users.
- Identify and analyze issues, patterns and trends in seller requests.
- Escalate Systemic Issues and follow up according to the Forum Moderation Guidelines.
- Identify sensitive issues and collaborate with the appropriate stakeholders to create a response.
- Regularly report on insights gained from community moderation.
- Must be able to work and communicate in both Japanese and English (Proficient Level).
- Knowledge of Microsoft Office products and applications.
- Bachelor's degree or two years equivalent work experience.
- Able to work independently, be self-motivated, and flexible in approaching responsibilities and change.
- Excellent organizational and time management skills.
- Demonstrated ability to dive deep to understand the customer, product, and business.
- Strong written and verbal communication skills.
- Experience working in online community management, PR, forums, social media, with small businesses, or with Amazon Selling Partners.
- Experienced in handling complicated escalations with executive visibility.
- Experience with pipeline management skills to include utilization of Salesforce or other CRM tools.
