Account Health Support Specialist – English/Turkish

DESCRIPTION

POSITION TITLE: AHS Specialist

SHIFT REQUIREMENTS: Rotating shifts Sunday – Saturday, ranging from 8 AM to 6 PM depending on role.

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. All of our office-based roles provide additional flexibility to work from home, up to a maximum of 2 days per week. During the New Hire Period (first 10 weeks after starting date) attendance at the office will be 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. 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.

Successful applicants will become a member of our office-based team, and enjoy our state-of-the-art facilities in Barcelona featuring eight floors of modern, upscale interiors, company subsidized canteen, onsite parking, showers, rooftop terrace, conveniently close to shopping, restaurants and public transport.

Key job responsibilities

Responsibilities include, but are not limited to:

• 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.

About the team

Join our Amazon Family in Spain!

• New hires become a member of a diverse, multicultural and global team. Join one of our many Amazon community & Affinity groups to further experience Amazon’s inclusive, collaborative culture.
• Amazon takes pride in growing talent and leadership from within and offers multiple career paths.
• Private Healthcare Plan
• Our Amazon AHS Specialists are able to work from home up to up to a maximum of 2 days per week

We are open to hiring candidates to work out of one of the following locations:

Barcelona, B, ESP

BASIC QUALIFICATIONS

• High school diploma or equivalent.
• Previous experience providing support and service to Customers
• Language – Proficiency (C1 level) of English & Turkish language
• Technical Skills: Intermediate competency with Windows, Microsoft Word, Outlook and Excel. Able to use online communication and collaboration tools with ease

PREFERRED QUALIFICATIONS

• 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.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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