SDS Associate – Japanese-Speaking Associate

SDS Associate – Japanese-Speaking Associate

Role : SDS Associate – Japanese Speaking (Permanent)Job Type : Permanent, Full-timeLocation : Three E‑com Center, MOA Complex, Pasay City

Thank you for your interest in becoming an Amazonian. At Amazon, we value our customer above all and we are looking for the best associates to take care of a variety of clients. By applying to this position, you will be considered for the SDS Associate – Japanese Speaking role.

Our mission at Amazon is to be Earth’s most customer‑centric company. The award‑winning Shipping & Delivery Support (SDS) team plays a key role in achieving that goal. We won’t ask you to read from a script or learn dialogue by heart; instead we’ll provide the training you need to problem‑solve for our customers and you’ll bring your unique personality to every conversation to provide the exceptional support experience our customers love.

Responsibilities

As an Amazon SDS Associate, your purpose is to ensure successful deliveries by supporting customers, drivers, shippers, and Delivery Service Partners. You will be the first point of contact for our Japanese customers via phone, chat, and/or email. You will use a variety of tools to navigate and review solutions in real time, facilitate the flow of information between delivery stakeholders, communicate effectively with customers, and gather intelligence to prevent potential issues that could impact customer experience and delivery performance.

Schedule

This role requires working variable hours to match when customers need us most. You will work shifts that can be rotating, graveyard, or day shifts. Your work week is a minimum of 40 hours. Working hours are 9 hours per shift (8‑hour work shift with a 1‑hour lunch break). Shifts run within operational hours from 4:00 pm to 1:00 am, Sunday to Monday. You will work on holidays, weekends, and may be asked to render overtime based on business needs. In high‑demand periods such as prime and peak, late absences, approved leaves, and time‑off may be restricted. Your exact schedule will be determined closer to your start date.

What will you get in return?

• Social insurance (HMO, Medical Reimbursement, Life and Personal Accident Insurance)
• Amazon employee discount
• Leaves (Annual and Sick Leaves, Maternity and Parental Leaves, Other Paid Time Off)
• Employee Assistance Program (counseling and referral services by telephone 24 hours a day, 7 days a week)
• 13th month pay, allowances and statutory contributions (SSS, Philhealth, TIN and Pag-IBIG)
• Expert training and ongoing opportunities to learn more and develop your skills
• Monthly Language Premium worth as much as PHP 85,000

Qualities we look for

• Hard‑working, articulate, and detail‑oriented
• Friendly and customer‑focused in every situation
• Ability to learn quickly and embrace change
• Comfortable multi‑tasking in a high‑energy environment

Basic Qualifications

• Must be willing to work onsite at Pasay, Philippines
• At least 18 years of age
• Completed at least two years in college or senior high graduate; or
• High school graduate (old curriculum) with at least one year customer service experience; or
• Less than two years in college with at least one year customer service experience
• Eligible to work in the Philippines

Communication Skills

• Excellent written and verbal communication
• Clear and correct communication with all customers
• Excellent documentation skills
• Good comprehension skills – understand and state customers’ issues clearly
• Concentration – follow customers’ issues through to resolution
• Good composition skills – compose concise, grammatically correct written responses
• Teamwork and independent work abilities

Computer Knowledge/Skills

• Use desktop computer skills
• Familiarity with Windows OS, Microsoft Outlook, Microsoft Word, and Internet Explorer
• Excellent typing skills
• Understanding of Amazon.com and competitor websites
• Ability to navigate websites and use email applications proficiently
• Ability to learn across various media
• Adaptability to changes in the work environment

Customer Focus

• Excellent customer service skills in a fast‑paced environment
• Empathy and prioritization of customer needs
• Interpersonal skills with a diverse customer base
• Conflict resolution, negotiation, and de‑escalation skills
• Ownership to resolve challenging customer issues, escalating as necessary
• Determine customer needs and provide appropriate solutions
• Regular and reliable attendance, including daily schedules as assigned
• Flexibility with working schedule, weekends, holidays, and events
• Work overtime as required, especially during Christmas season

Problem‑Solving Skills

• Effective problem‑solving skills: decision‑making, time management, and task prioritization
• Logical and rational approach to problems
• Action oriented and self‑disciplined
• Organized and detail‑oriented
• Quick and effective prioritization of work to meet business needs
• Maintain composure in highly escalated situations
• Creative and analytical problem solver with passion for excellent customer service

Preferred Qualifications

• Customer service oriented
• Strong prioritization and time management skills
• Ability to embrace constant change with flexibility and good grace
• Comfortable with a multi‑tasking, high‑energy environment
• Understand and accept schedule changes based on business needs
• Self‑driven, committed, motivated, and task‑driven with minimal support from manager and lead

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.