Global Inbound Center Rep, Global Inbound Center (GIC)

DESCRIPTION

About Amazon Web Services Since 2006, Amazon Web Services has been the world’s most comprehensive and broadly adopted cloud. AWS has been continually expanding its services to support virtually any workload, and it now has more than 240 fully featured services for compute, storage, databases, networking, analytics, machine learning and artificial intelligence (AI), Internet of Things (IoT), mobile, security, hybrid, media, and application development, deployment, and management from 105 Availability Zones within 33 geographic regions, with announced plans for 18 more Availability Zones and 6 more AWS Regions in Malaysia, Mexico, New Zealand, the Kingdom of Saudi Arabia, Thailand. Millions of customers—including the fastest-growing startups, largest enterprises, and leading government agencies—trust AWS to power their infrastructure, become more agile, and lower costs. To learn more about AWS, visit aws.amazon.com.
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

Key job responsibilities
* Provide real time responses to global customers’ inquiries through inbound chats, scheduled callbacks and calls quickly while delivering a positive customer experience by resolving inquiries in an effective and resourceful way possible.
* Identify customers’ pain points and capture their need for cloud services through chat qualification and converted to marketing qualified leads (MQLs) with proper handover notes and process to our global sales stakeholders.
* Follow up on unconverted MQLs to maximize sales qualified lead conversion resulting in upward trend of pipeline contribution
* Build a stronger AWS leads database by researching, updating and maintaining customer information including nature of inquires within Salesforce and Amazon Connect
* Educate and nurture customers/prospects that are in the beginning of the cloud journey and move them from warm or little interest to active interest. This include tailored messaging about AWS services and unique differentiators.
* Represent the voice of the customer and recommend next steps to improve the customer experience to the GDSC/GIC/product team and other relevant internal stakeholders.
* Able to navigate the nuances of international communication/culture and demonstrate excellent chat support etiquette.
* Opportunity to be part of a global cross-functional team driving operational excellence and better customer experience.

A day in the life
Do you have a desire to make a major contribution in the rapid growth environment of Cloud Computing?

Do you want to build your skills in Tech Marketing now and for your long term career growth?

If so, come build the future of Cloud as part of our GIC team within the Global Demand and Solution Center (GDSC).

We are looking for a result-oriented, focused and creative individual with highly developed interpersonal and organizational skills to join our Global Inbound Center team (GIC) based in Singapore, to engage with new and prospective AWS customers globally.

Global Inbound Center (GIC) is a virtual business unit in the Marketing organization which focuses on improving the real time inbound experience for global customers via Live Chat with 24×5 availability. The core members are from the GDSC team but we collaborate with other teams including Website, Digital Marketing, Demand Generation (DG) and AWS Support who also share a same mission to co-drive the customer experience. The GIC vision is to enable global customers to quickly connect with AWS Representatives and get their inquiries resolved irrespective of location.

In GIC, we offer omni channel inbound coverage through chat, scheduled callback and voice call all under one roof. The goal is to deliver the highest level of customer obsession by connecting customers with trained reps quickly and enhance the live chat experience by understanding their needs, educate them about the benefits of AWS and all the services we offer, in order to help them embark on their cloud journey quickly and easily. It is also a critical function within the lead and demand generation process with the objective to profile, nurture, and qualify marketing leads generated from live chat product.

About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

BASIC QUALIFICATIONS

– Bachelor’s degree · 2+ years of work experience in Sales, Marketing or customer engagement roles *OR *relevant education background.

PREFERRED QUALIFICATIONS

– AWS Cloud Practitioner Certification / AWS Certified Solutions Architect – Associate. A technical background in Engineering, Computer Science or MIS. In-depth knowledge and understanding of existing and developing technologies related to cloud computing: understand and identify opportunities for customers. · Proven success managing time and juggling multiple projects in a high growth environment where priorities shift fast. · Ability to deal with ambiguity. Work experience in a fast-paced and highly cross-functional organization – high-tech products/services preferred. · Have the ability to listen to customers, understand needs, and ask clarifying/probing questions. · Clear, concise, and confident communicator via phone or chat.
– Preferred spoken language in Cantonese and English. Ability to write in traditional Chinese (preferred)