Global Inbound Center Representative, Global Inbound Center (GIC)
DESCRIPTION
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 24x5 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.
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.
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)