Bilingual Ahs Specialist

3 weeks ago

Tempe, United States Amazon.com Services LLC Full time

1+ years of customer service experience
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience in payments or e-commerce

This is a full-time role and we offer our team the flexibility of a hybrid work schedule; with a minimum of three scheduled days in office and the option to work two days at home. We value in-person collaboration and time spent face-to-face. You will benefit from a schedule which incorporates a combination of work from the office and work from home days.

**Position Description**: Account Support Specialist

**Location**: Tempe, AZ

**Language Requirements**: English and Spanish

**Shift Requirements**: Full time 40 hours Sunday-Saturday

**Training**: 8-10 weeks instructor-led onsite training with the option for hybrid work schedule post training.

AHS Specialists provide dedicated support to third-party Sellers. We eliminate frustration and consult with Sellers on best ways to address opportunities for their business on Amazon’s e-commerce platforms. The objective of this role is to deliver sustainable results that improve Sellers performance, while aligning to Amazon requirements. We use Standard Operation Procedure and judgment to provide guidance to Sellers on complex cases.

The successful AHS Specialist will have a high degree of soft-skills, the ability to empathize with others and capable of succeeding in a fast-paced environment. AHS Specialist will also be analytical and customer service-oriented.

Summary of Responsibilities

Demonstrates effective, clear and professional written and oral communication.
Provides prompt and efficient service to Amazon Sellers, including the appropriate escalation of Sellers’ issues.
Maintains a positive and professional demeanor always portraying the company in a positive light while effectively managing sensitive issues.
Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
Liaises with other departments as required to resolve Seller’s issues and questions.

Internal job description

Loop competencies
- Basic qualifications

Business proficient fluency in written and verbal English.
**Education**: High School diploma or equivalent.
Ability to effectively manage time and individually prioritize multiple tasks of high importance.
Flexibility to work various shifts, including working one weekend day or alternative start-end times.
Ability to compose a grammatically correct, concise and accurate written and verbal response.
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
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.
Embrace constant changes with flexibility and good grace.
Ability to maintain high levels of confidentiality and data security standards.

Preferred qualifications

Interpersonal skills, with the ability to communicate complex transactional 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.
Desired skill-sets include MS Office Application Excel and Internet Explorer / Mozilla Firefox.

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

Tempe, AZ, USA
- 6+ months of customer service experience

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