Global Inbound Center Representative, EMEA, Global Inbound Center (GIC)

In GIC, we offer 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.,

• 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 an adaptable global cross-functional team driving operational excellence and better customer experience.
About the team 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.

Do you have a desire to make a major contribution in the rapid growth environment of Cloud Computing? Are you customer obsessed? Do you want to build your skills for your long term career growth? You will learn more about Tech marketing and gain insights into other career opportunities within AWS. If this sounds like you, 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 London, UK, to engage with new and prospective AWS customers globally.,
• Bachelor's degree · 2+ years of work experience in Sales, Marketing or customer engagement roles OR relevant education background., Speak, write, and read fluently in Spanish
• Speak, write, and read fluently in French
• AWS Cloud Practitioner Certification / AWS Certified Solutions Architect - Associate.
• In-depth knowledge and understanding of existing and developing technologies related to cloud computing: understand and identify opportunities for customers.
• Have the ability to listen to customers, understand needs, and ask clarifying/probing questions.
• Clear, concise, and confident communicator via phone or chat.
  
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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 & 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. 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.