Overview:
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Account Health Specialist within the Account Health Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world class support to Sellers selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
POSITION TITLE: AHS Specialist
SHIFT REQUIREMENTS: Rotating shifts Sunday - Saturday, ranging from 8 AM to 6 PM depending on role.
WORK LOCATION: This is an Office-based role, at our premier office facility in Barcelona, Spain in the heart of the city's technology hub in the @22 district, Poblenou. All of our office-based roles provide additional flexibility to work from home, up to a maximum of 2 days per week.
In Account Health Support, we help third party Sellers sell their products through our Amazon marketplace by ensuring the Sellers are compliant with Amazon policies. We interact with Sellers from across the world via phone & email in a contact center environment where we answer their questions and resolve their issues regarding Amazon's business policies, operational processes and technology platforms. Our Specialists serve as a first contact point between Sellers and Amazon, and we seek to always respond with complete, accurate and customer-friendly responses.
We are 'Customer Obsessed' and strive for the perfect customer interaction every time. Our Specialists must regularly multi-task utilizing a wide variety of software tools to navigate various Selling Partner Accounts, research and review policies and communicate effective solutions. The successful candidate will have a commitment to delivering outstanding customer service, a strong record of customer focus, and a keen interest in process improvement. The successful AHS Specialist will be able to redirect difficult phone conversations as they engage with pre-suspension and post-suspension level Sellers who are in poor standing.
Successful applicants will become a member of our office-based team, and enjoy our state-of-the-art facilities in Barcelona featuring eight floors of modern, upscale interiors, company subsidized canteen, onsite parking, showers, rooftop terrace, conveniently close to shopping, restaurants and public transport.
Skills/Competencies & Requirements:
Comfortable working in a fast paced, high-volume environment with the ability and flexibility to adapt to change effectively
Ability to work against and deliver performance in metric driven environment with high productivity and quality standards.
Maintain a strong customer focus, ensuring the customer feels supported and valued
Ability to actively listen and to identity customer needs with an empathic approach
Foster a positive and cooperative team environment at all times.
Multitasking: ability to handle phone, chats and email contacts in tandem with each other
Demonstrate effective, clear and professional verbal and written communications. Comfortable in providing helpful, live telephone support in English and other languages defined for role.
Able to troubleshoot, research and effectively translate technical and procedural instructions to customers in a way they can understand.
Enthusiastic, highly self-motivated and willingness to learn new skills.
Demonstrate strong sense of urgency and adaptability in response to changing business needs
Demonstrate the ability to identify and drive process improvements.
Ability to be 5 days a week in the office during the New Hire Period (first 10 weeks after starting date)
Key job responsibilities
Supporting Amazons Selling Partner's to solve any incoming issues via 2 channels of communication (Phone & Email)
Managing high volumes of inbound and outbound calls (up to 80% of work time) & emails
Strong investigation skills to find root cause of Account Health related issues and the ability to navigate Sellers in providing viable solutions.
Identifying Seller's needs, clarifying information, researching every issue and providing solutions
Exemplifying Amazons Leadership Principles, such as Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact.
Building sustainable relationships while engaging customers by going the extra mile
Ability to consistently achieve productivity and quality performance goals.
Documenting all Seller interactions and information according to standard operating procedures
Ability to troubleshoot and provide product guidance and support to all Amazons Sellers
Attend regular training sessions, and learn product details and key selling points of products and technologies.
Ability to work shifts and open to weekends to accommodate Amazon´s opening hours, 7 days a week" To note, the shifts cannot be confirmed prior to joining Amazon as they are not determined until after the training period.
Regularly collaborating with various internal stakeholders and teams
Any other duties and special projects as directed by management in keeping with the employee's skills and experience
BASIC QUALIFICATIONS
High school diploma or equivalent.
Experience providing support and service to Customers
Language – Fluent in English & Spanish
Technical Skills: Intermediate competency with Windows, Microsoft Word, Outlook and Excel. Able to use online communication and collaboration tools with ease
Excellent verbal and written communication skills, inspiring confidence while leading customers through the various steps to resolve issues via phone and email channels.
Excellent listening skills; able to demonstrate empathy and willingness to help
Prior Contact Center experience very helpful (preferred)
PREFERRED QUALIFICATIONS
Interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
Clear, crisp, and proactive documentation of operational procedures required to tackle known risk related patterns.
Problem solving skills.
Bachelor's Degree.
Demonstrated ability to analyze problems logically.
Self-disciplined, diligent, proactive and detail oriented.
Time management and organizational skills.
Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses.
Demonstrated analytical and problem solving skills, including the ability to recognize non-obvious patterns.
Demonstrated positive, results oriented attitude.
Team player capable of learning and sharing knowledge in global team environment.
Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.
Ability to maintain high levels of confidentiality and data security standards.
Demonstrate flexibility to work overtime hours as per business requirement.
Proven ability to correctly identify fraud patterns.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates.
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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.
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