Amazon Jobs

Description

What Does Customer Service Mean at Amazon?

Our mission is to be Earth’s most customer-centric company. To achieve this goal, Amazon Customer Service is seeking candidates who exemplify Customer Obsession and enjoy problem-solving on behalf of others. Our Amazon Leadership Principles are not just words on a screen – they are a driving force behind the decisions we make every day.

Interested in working with data and machine learning? Do you have a passion for customer service? Join our Customer Engagement Technologies (CET) automation team in developing language solutions that power self-service and automation across Amazon. This role focuses on English language data, primarily in the areas of text annotation, workflow and solution development, and general data analysis deliverables.

We are seeking a CR Based ML Data Associate II to join our team to help create, label and curate the data that are required to measure our model accuracy and build new automation features. You should feel comfortable labeling and understanding data using knowledge of customer service policies.

Key job responsibilities

The new associate should be agile, creative, and highly motivated to:

• Perform root cause analysis using basic data analysis in Excel and Sagemaker on annotations to identify opportunities in customer service products.

• Understand automation products and effectively represent data-based customer and associate behavior to improve automation workflows.

• Perform annotation to monitor and train machine learning models for multiple products across the Customer Engagement Technology organization.

• Participate in automation solutions between cross-functional teams and validate the launch of proposed solutions.

• Deliver results according to project schedules and quality while maintaining SLAs on velocity, productivity and quality.

Basic Qualifications

• C1 English

• Bachelor’s degree.

• 1+ years of Amazon Consumer customer service experience in an English-speaking marketplace.

• Demostrated experience supporting as Trainer Specialist, OB Specialist, QA Specialist, Team Lead/ Team Captain/ Advisor, Escalation Specialist.

• Experience working in complex and frequently ambiguous spaces; making sense of customer needs and being able to frame those as clear requirements.

• Excellent communication skills, both written and verbal.

• Self-starter, able to work under tight timelines with minimal supervision.

• Hands-on, “roll up your sleeves” mindset.

Preferred Qualifications

• Experience working as a transcriber or annotator.

• Practical knowledge of data processing needs and trade-offs.

• Fluency in one additional language German, Dutch, Chinese, Polish, Italian

• SQL familiarity.

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.