Learning Specialist (Japanese), Amazon Business Customer Service

Description

At Amazon, our mission is to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon Business Customer Services learning experience team is seeking Sr. Learning specialist. Overall responsibility include boosting the competencies of our customer service associates by developing and conducting effective training programs. The person will indirectly help enhance the employee’s workplace performance in conjunction with the company’s core values to meet the goal of organization.

Job Scope:
1. Be an expert communicator (Written and Verbal Communication) in Japanese (JLPT N1) and English
2. Deliver Amazon orientation and new hire training to all job levels (virtually or in person; as the business requires)
3. Meet/exceed performance expectations w.r.t New hire training (e.g. Training Yield, customer experience and AHT performance)
4. Design and Deliver continuous learning sessions for existing employees to meet/exceed improvement goals
5. Proactively analyze performance data to identify gaps, propose and deliver training interventions to meet/exceed improvement goals
6. Gather training needs (via performance data analysis, voice of business and voice of associates sessions), design and deliver training interventions to address these needs
7. Maintain and report data (e.g. trainee attendance, performance and analysis etc.) timely and accurately
8. Participate in call listening sessions and quality calibrations to keep abreast of updates and developments
9. Take customer contacts every month to keep abreast of latest process updates and changes
10. Lead and/or be a team member on improvement projects that are aimed at enhancing business performance


Key job responsibilities
• Coordinate training sessions based on site needs;
• Conduct Daily sessions with trainees;
• Track and providing weekly debriefs and reporting to the ABCS Leadership Team;
• Documents feedback and audit results to help the Leadership Team identify strengths as well as area of opportunity;
• Contribute to additional training projects as required;
• Understands workflow and daily production goals;
• Solve problems, reacting quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve;
• Maintains a positive attitude and presence on the floor;
• Facilitates and presents to groups of up to 30 people in a class;
• Act as an effective people manager during mentored production periods during training.

Basic Qualifications

- Must be an expert in Japanese Language (JLPT N1 Certified) and English Language.
- 2+ years of experience in training delivery roles or similar experience
- Flexible to work within a 24/7 x 365 days global team across a variety of time zones
- Good communication skills for the purpose of knowledge transfer and skill development;
- Good coordination and organization skills;
- Extensive expertise in cultural and soft skills relevant to a contact center environment;
- Competent user level of Microsoft Office tools (Word, Excel and PowerPoint)

Preferred Qualifications

- Experience in Customer Service or customer service-related work experience
- Training experience specific to a contact center environment;
- Bachelor’s degree or significant college course work, in communication, education or related field;
- Experience working with Learning Management Systems (LMS).


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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $51,100/year in our lowest geographic market up to $91,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.