DESCRIPTION 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:Shifts with weekend rotation (up to 2 weekends per month)
Working Hours: 1:02 PM - 9:00 PM CET (support for Selling Partners based in Brazil)
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. Presence in the office is required 5 days a week.
Key Responsibilities:Supporting Amazon's Selling Partners 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) & emailsStrong 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 solutionsExemplifying Amazon's 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 mileAbility to consistently achieve productivity and quality performance goals.Documenting all Seller interactions and information according to standard operating proceduresAbility to troubleshoot and provide product guidance and support to all Amazon's SellersAttend 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.Regularly collaborating with various internal stakeholders and teamsAny other duties and special projects as directed by management in keeping with the employee's skills and experience BASIC QUALIFICATIONSHigh school diploma or equivalent.Experience providing support and service to CustomersLanguage - Fluent in English & PortugueseTechnical Skills: Intermediate competency with Windows, Microsoft Word, Outlook and Excel. Able to use online communication and collaboration tools with easeExcellent 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 helpPrior Contact Center experience very helpful (preferred) PREFERRED QUALIFICATIONSInterpersonal 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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