Account Health Support Specialist, Amazon

• 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
• 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)
• 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)

Desirable

• The Account Health Specialist within the Account Health Support team acts as the primary interface between Amazon and our business partners
• SHIFT REQUIREMENTS: Rotating shifts Sunday - Saturday, ranging from 8 AM to 6 PM depending on role
• 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
• 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 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
• 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