DESCRIPTION

Job summary
Overview:
Are you a self-starter with a passion for e-commerce, looking to expand your retail skillset and help shape the way third-party Sellers work with Amazon?

Amazon.com strives to be Earth’s most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want – low prices, vast selection, and convenience – Amazon.com continues to grow and evolve as a world-class e-commerce platform. Today, more than 50% of Amazon’s total unit sales come from third-party selection. The Account Support Specialist within the Account Health Support team acts as the primary interface between Amazon and our third-party business partners (Sellers). 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, and provide solutions to help our third-party business partners better serve their customers.

POSITION DESCRIPTION: Account Health Support Specialist
LOCATION: Hyderabad, India
LANGUAGE REQUIREMENTS: English & Hindi
PROCESS TYPE: Voice Process (Inbound and Outbound Calling)
SHIFT REQUIREMENTS: Rotational Shifts and Week Offs (should be flexible to work as per business requirements)

The AHS Specialist position relies on judgment to plan and accomplish goals and will work under very limited supervision of the Manager. Individual problem-solving and analytical skills are used to authenticate sellers’ complex transactions and accounts. The successful Specialist will have a high degree of soft-skills, the ability to empathize with others and capable of succeeding in a fast-paced environment. Nearly all decisions are expected to be made with little to no guidance and a high degree of accuracy. All candidates will be analytical and customer service-oriented with a keen eye to details and identifying problem statements that hamper seller experience.
As an AHS Specialist, you will engage in frequent written and verbal communication with Sellers, department management, risk analysts, and other company associates to accomplish your goals. You will interact with our third-party Sellers by phone and email with objectives of coaching and helping them with account health related topics. Major part of your daily activities includes inbound and outbound calling to our Sellers to assist and support them over phone. The successful AHS Specialist will be able to redirect difficult conversations as you engage with presuspension level Sellers who are in poor standing.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, we request to visit https://www.amazon.jobs/en/disability/us.

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

Key job responsibilities
• Meets predetermined and assigned productivity targets and quality standards.
• Achieves quality (quality audits), while maintaining productivity (tasks per hour).
• Considers the impact these goals have on the Seller, the Buyer, and the Company.
• Works in accordance with the SOP’s to provide consistent and great Seller experience on each and every contact.

Operations
• Understands and applies knowledge on complex issues, along with directly related tools, SOP’s, blurbs, and workflows.
• May perform tasks which are not guided by established policies and procedures.
• Leverages appropriate tools and applications to dive deep into investigation issues using data.
• Demonstrates flexibility to transition within queues and understands and adheres to workflow directions.

Service Level
• Understand the importance of adherence to AUX statuses and follows guidelines thoroughly, taking breaks as scheduled and keeping personal time to a minimum.
• Proactively communicates with management for any time off request.

Lobby management
• Handles every work-item as per SOP and works on task in FIFO order (first in, first out)

Effective Team Member
• Attends and participates in team huddles/meetings
• Remains positive on the floor, even in the face of challenges; cognizant of their behavior and how it impacts team morale and our Sellers exhibiting a positive attitude.

Communication
• Demonstrates effective, clear and professional written and oral communication on investigative matters, interactions with Sellers and internal exchanges with peers or management.
• Effectively interacts with teammates both in daily interactions and huddles

Uses expertise to deliver impactful coaching
• Advises Sellers on solutions to mitigate performance issues, exhibiting expertise and educating on factors that impact Seller performance to ensure performance metrics are met.
• Engages with Sellers in need of a higher level of support (poor performance), educating them to become self-sufficient through time-bound support.
• Confidently channels Sellers into correctly identifying root causes, solutions and preventative measures, using knowledge and expertise to lead effective conversations.
• Thoroughly listens to Sellers and addresses all performance issues to minimize the Seller stumbling and impacting the Buyer experience negatively.
• Considers the impact and quality their actions have on the Seller, the Company, and the Buyer. Works towards earning Seller trust on every contact.
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively escalating sensitive issues. Represents voice of the Seller internally.

Help develop internal communication
• Participates in the development of internal communication on key process changes and provides contribution on translations and content reviews.

A day in the life
AHS Specialist provide dedicated support to Sellers. They eliminate frustration and consult with Sellers on best ways to address opportunities for their business on Amazon’s eCommerce platforms. The objective of this role is to deliver sustainable results that improve Sellers performance, while aligning to Amazon requirements. They use SOPs and judgment to provide guidance to Sellers on complex cases. They make the determination if a Seller should be enforced or reinstated.

About the team
https://w.amazon.com/bin/view/Account_Health_Support/

BASIC QUALIFICATIONS

Business proficient fluency in both written and verbal English and Hindi languages.
Education: Graduation or equivalent
Flexibility to work various shifts, including potentially working one weekend day, full weekends, or alternative start-end times.
Ability to compose a grammatically correct, concise and accurate written and verbal response.
12 months in a customer service environment, preferably within a contact center.
Strong soft skills with the ability to effectively communicate for win-win solutions.
Demonstrated ability to deal with ambiguity and embrace constant changes with flexibility and good grace.
Ability to maintain high levels of confidentiality and data security standards.
Flexibility to work during bank holidays and peak period.
History of teamwork and willingness to roll up one’s sleeves to get the job done. Fun to work with!
Genuine and intense customer focus.

PREFERRED QUALIFICATIONS

Interpersonal skills, with the ability to communicate complex transaction issues correctly and clearly to both internal and external customers.
Clear, crisp, and proactive documentation of operational procedures required to tackle known risk related patterns.
Problem solving skills having demonstrated ability to recognize non-obvious patterns and analyze problems logically.
Self-disciplined, diligent, proactive and detail oriented impacting time management and organizational skills.
Proven ability to work in fast paced; dynamic environments where decisions are made without compromising on customer experience and financial losses.
Teammate capable of learning and sharing knowledge in global environment.
Demonstrate flexibility to work overtime hours as per business requirement.
Desired skill-sets include MS Office Application Excel and Internet Explorer/Mozilla Firefox.