Advertiser Support Associate - JP, Amazon

The Advertiser Support Operations team is seeking a detail-oriented Advertising Support Associate to join our team. In this role, you'll act as the primary interface between Amazon and our Advertisers, providing exceptional support and timely solutions. You'll provide prompt and accurate support on Advertiser contacts (Phone/Chat/Email) and resolve queries related to campaign setup, creative moderation, performance, delivery, reporting or any general questions related to their campaign or account. The ideal candidate is analytical, committed to meeting KPIs, and able to contribute to a positive team environment while ensuring advertiser satisfaction.

Key job responsibilities
1. Empowers self-service Advertisers with timely and accurate assistance across chat, email, and phone channels.
2. Reviews and evaluates advertising content (text, image, video) to comply with Amazon ad policy guidelines.
3. Support Advertisers by providing feedback on rejected Ads based on policies/guidelines on Ads contents which might include negative, political, sexual images, text/product description, audio and videos .
4. Uses strong interpersonal skills to maintain professional, positive interactions with Advertisers, effectively managing difficult issues.
5. Demonstrates excellent time-management and judgment while utilizing departmental resources, tools, and procedures.
6. Proactively reports operational challenges and escalates issues to appropriate contacts.
7. Stays current with platform policies, industry trends, and regulatory requirements.
8. Collaborates with cross-functional teams to improve ad review processes and policies.
9. Consistently meets productivity, precision, and other operational metrics.
10. Identifies and reports trends in policy violations or emerging issues.
11. Contributes to a positive work environment, aiding teammates with difficult contacts as needed.
12. Be part of a high-impact, strategically important team and your work will directly support Amazon's fast-growing advertising business, which is crucial to the company's long-term success.
13. Play a key role in shaping the advertising experience for millions of Amazon customers and advertisers.
14. The ideal candidate must demonstrate strong logical aptitude, communication skills, attention to detail, and a commitment to excellence. In addition, the candidate must be proficient in written and verbal English with strong interpersonal and problem-solving skills.
15. Provides proactive recommendations to improve the advertiser business/goals basis the campaign performance.

A day in the life
You tackle diverse advertiser inquiries, leveraging analytical skills to diagnose issues and provide data-driven solutions. From unblocking campaigns to crafting strategic recommendations, you balance customer satisfaction with platform integrity. Your attention to detail ensures thorough problem-solving, while navigating policies and legal requirements. By day's end, you've empowered businesses, turning challenges into growth opportunities. Your work directly impacts Amazon's advertising ecosystem, driving innovation and customer obsession.

About the team
The Advertising Support Team is Customer obsessed and takes pride in providing exceptional support to the Amazon Advertiser. We are a cohesive and inclusive team and display the Amazon Leadership Principles in everything we do.

Basic Qualifications

- Experience communicating technical concepts and processes using clear, simple language and visuals
- 6+ months of customer service experience
- 6+ months of driving process improvements experience
- Excellent verbal and written communication skills - English, Japanese and Chinese (Mandarin)
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Bachelor Degree (Preferably B.Tech/B.Com)
- Ability to guide and maintain conversations. Demonstrate active listening and strong interpersonal skills. Confidence in using probing questions to gain insights.
- 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 and ability to solve problems given the fast-paced nature of our division, the aptitude to multi task.
- Confidence in the analysis of number-based reports and experience in MS Office (esp. Excel).
- Quick Learner, actively seek 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.
- Adheres to the provided schedule in a 24/7 environment including night shifts