Account Health Support Specialist with French, Amazon
5 days a week in office (Poblenou, Barcelona )
The largest online retailer and technology provider
Be an early applicant
The largest online retailer and technology provider
1001+ employees
Be an early applicant
5 days a week in office (Poblenou, Barcelona )
1001+ employees
Company mission
To be Earth's most customer-centric company.
Role
Who you are
- High school diploma or equivalent
- Previous experience providing support and service to Customers
- Language – Proficiency (C1 level) of English & French
- Technical Skills: Intermediate competency with Windows, Microsoft Word, Outlook and Excel. Able to use online communication and collaboration tools with ease
Desirable
- 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)
- 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
- 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
What the job involves
- 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
- We are ‘Customer Obsessed’ and strive for the perfect customer interaction every time
- 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 candidate will have a commitment to delivering outstanding customer service, a strong record of customer focus, and a keen interest in process improvement
- 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
- 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
- The team's schedule is organized in shifts and weekends to accommodate Amazon´s opening hours 7 days a week
- Please note, the shifts cannot be confirmed prior to joining Amazon as they are not determined until after the training period, therefore flexibility is required
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company HQ
South Lake Union, Seattle, WA
Leadership
Jeff Bezos
(Founder & Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO)Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
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