Key Qualifications: Strong investigative skills to find the root cause of metric issues and provide viable solutions to Sellers.
Demonstrated ability to deal with ambiguity and embrace constant changes with flexibility and grace.
Proven ownership and bias for action; willing to move quickly and decisively to resolve an issue.
Interpersonal skills with the ability to communicate complex transactional issues clearly to both internal and external customers.
High level of integrity and discretion to handle confidential information.
Critical thinker with the vision to work both tactically and strategically.
Ability to compose grammatically correct, concise, and accurate written and verbal responses.
Experience working with cross-departmental teams with proven collaboration skills.
Excellent process knowledge of all policy verticals.
Consistently meet or exceed performance goals to match the next level.
Not on any documented warning for performance or behavioral issues within the last 6 months.
Flexibility to work various shifts, including potentially working one weekend day, full weekends, or alternative start-end times.
Business proficient fluency in both written and verbal English and French.
Consistently exceeds L3 metric goals.
Key Job Responsibilities: Gain and maintain a thorough understanding of Account Health Support programs and services.
Build strong relationships with Selling Partners; proactively build joint business plan action items and act as a point of escalation for outstanding issues.
Provide prompt and efficient education and service to Amazon Sellers including appropriate escalation of Sellers' issues.
Maintain a positive and professional demeanor while effectively managing critical issues.
Liaise with other departments as required to resolve Seller's issues and questions.
Identify Seller and Risk Manager success barriers, provide solutions, and drive change through business improvement initiatives.
Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
Identify proactive documentation of operational procedures required to tackle known risk-related patterns.
Proven ability to work in a fast-paced, ambiguous environment where decisions are made without compromising customer experience.
Actively seek solutions through logical reasoning and data interpretation skills, identifying trends and improvement suggestions.
Contribute to a positive team environment and proactively aid team members with difficult contacts as needed.
Location: Barcelona, B, ESP Additional Experience: Experience working as an L4 Sr. Specialist/Lead and/or in a customer service environment, preferably within a contact center.
Proven analytical thinking with a natural tendency to use data in decision-making and prioritization.
Clear, crisp, and proactive documentation of operational procedures required to tackle known risk-related patterns.
Demonstrated ability to solve complex investigations or escalations.
Proven track record of complex and creative problem solving and the desire to create and build new processes.
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