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Associate Community Manager - Barcelona, España - Amazon
Descripción
Associate Community Manager - Seller Forums with Arabic/English, Selling Partner Communities
Job ID: | Amazon Spain Services, S.L.U. - B76
JOB LOCATION - BARCELONA
REQUIRED LANGUAGE: Arabic
· Monitor forum answers and respond on behalf of Amazon (within SLA) 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 – sometimes simultaneously.
· 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; taking action to provide correct guidance as needed.
· Identify and analyze issues, patterns and trends in seller requests; assisting leadership with surfacing these findings to the appropriate business teams.
· Escalate Systemic Issues and follow up according to the Forum Moderation Guidelines (i.e. Andon Cord, Trouble Ticket, Contact Us, ACES Issues Pipeline, etc.).
· Identify sensitive issues and collaborate with the appropriate stakeholders (i.e. Community Managers, Executive Relations, PR, Legal, and Marketplace Teams, etc.) to create a response.
· Regularly report on insights gained from community moderation. We are open to hiring candidates to work out of one of the following locations: Barcelona, B, ESP
BASIC QUALIFICATIONS
Must be able to work and communicate in both Arabic and English (Proficient Level)
Knowledge of Microsoft Office products and applicationsBachelor'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 including the ability to comfortably engage with all levels of stakeholder, and any customer externally; ability to translate technical jargon into everyday language.
PREFERRED QUALIFICATIONS
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 Verbal and written fluency in additional languages Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( to know more about how we collect, use and transfer the personal data of our candidates.Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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