6 + months experience within a customer service /contact center environment
- Technical experience with computers, the internet, and MS Office suite
- Communication skills including advanced English level (oral and written)
- Ability to analyze and use data to drive decision making and critical thinking
The Strategic Account Services (SAS) organization strives to improve the Amazon customer experience by working directly with Selling Partners to enable more selection, reduce defects, and drive growth across their businesses. The SAS ACES (Amazon Customer Excellence System) team is responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve processes, tools and systems for internal and external customers.
The Issue Assistance (IA) function within SAS ACES provides best-in-class service delivery experience (on time and quality standards) to the sellers by driving their issues to resolution. The IA team initially triages these requests and guides Sellers to appropriate details (process steps, furnish supporting resources) through the right channel to get traction on their original requests.
Key job responsibilities
1. Provide prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers' issues.
2. Execute operational processes focused to attain the goals of the Issue Assistance function. The goals will be focused to provide high quality issue resolution within set standards.
3. Champion the existing processes of issue resolution and issue prevention through hands-on engagement with stakeholder and dependent teams.
4. Demonstrate effective, clear and professional written and oral communication.
5. Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
6. Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
7. Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
8. Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
9. Demonstrate attention to detail, critical thinking and curiosity to go above and beyond to develop important factors that can support the cases and provide better resolutions to the sellers
10. Liaise with other departments such as Merchant Investigations, Account Health or Payments teams as required to resolve Seller's issues and questions.
San Jose, CRI
- Experience in supporting Merchants and Selling Partners
- Experience partnering with internal and external stakeholders
- Experience in areas of e-commerce and retail
- Experience in delivering communication to wide audiences (including Executive levels) in multiple formats (written & verbal)
- Experience in the implementation of process improvements
- Ability to thrive in ambiguity
- Strong prioritization and time management skills, with a high degree of flexibility
