Basic Qualifications: High school diploma or equivalent. Experience providing support and service to Customers. Language – Fluent in English & Turkish. 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). 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.
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: 09:00 PM - 5:00 PM CET.
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.
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.
Key Job 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) & 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 Amazon's Leadership Principles, such as Customer Obsession by consistently displaying 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 Amazon's Sellers. Attend regular training sessions, and learn product details and key selling points of products and technologies. Ability to work shifts and be open to weekends to accommodate Amazon's opening hours, 7 days a week. 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. 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 a 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 identify 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 Turkish. Able to troubleshoot, research, and effectively translate technical and procedural instructions to customers in a way they can understand. Enthusiastic, highly self-motivated, and willing 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. Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success.
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