Account Health Support Seller Forums Specialist - Tempe, United States - Amazon

Amazon Tempe, United States

2 weeks ago

Description

BASIC QUALIFICATIONS

BASIC QUALIFICATIONS
Applicant should have a minimum of 12 months of experience in Investigation/SPS/Other investigation roles.

Minimum 1 year call center experience
Good communication skills in both written & verbal English.
Demonstrates good time-management skills and the ability to work independently.
Demonstrates the ability to self-manage on priority tasks, objectives and work planning.
Interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
Demonstrated analytical and problem-solving skills, including the ability to recognize non-obvious patterns.
Team player capable of learning and sharing knowledge in global team environment.
Ability to maintain high levels of confidentiality and data security standards.
Demonstrate flexibility to work overtime hours as per business requirement.
Clear, crisp, and proactive documentation of operational procedures required to tackle known risk related patterns.
Experience with social media management tools and social listening tools.

DESCRIPTION

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.

An Account Support Seller Forums Specialist within the Account Health Support team acts as the primary interface between Amazon and our third-party seller forums business partners (Sellers).

Amazon Seller Forums are used by over one million Selling Partners to connect with each other and Amazon, to get critical information and advice on how to successfully maintain their Amazon Seller business.

We obsess over providing world-class support to Sellers, selling on the Amazon platform.

The ideal candidate has a sense of thrives in an ambiguous environment where they can have a direct impact on the Selling Partner Experience with Amazon.

They enjoy building internal and external relationships, have communication skills and high judgement.

The Seller Forums landscape is constantly changing and growing and this role requires an individual who can simultaneously evaluate the day-to-day issues of our Selling Partner Community and at the same time think about the seller forums landscape and the emerging trends.

Position Description:
Account Support Seller Forums Specialist

Location:
Tempe, AZ

Language Requirements:
English

Shift Requirements:
Full time 40 hours Sunday-Saturday

Training:
Instructor-led onsite training with the option for hybrid work schedule post training.

Key job responsibilities

Demonstrate effective, clear and professional written and oral communication.
Provide prompt and efficient service to Amazon Sellers
Liaise with other departments as required to resolve Seller's issues and questions.
Maintain a positive and professional demeanor always portraying the company in a positive light while effectively managing sensitive issues.
Demonstrate good time-management skills and the ability to work independently while using departmental resources, policies and procedures.
Contribute to a positive team environment and proactively aids team members with difficult contacts as needed.
Maintain acceptable performance metrics such as quality, productivity, seller sentiment, and attendance.
Actively seek solutions through logical reasoning and data interpretation skills and identifies trends, also liaises though appropriate channels including improvement suggestions.
Moderate Social channels to triage escalations, and identifying valuable Seller conversations.
Lead efforts to build and contribute to healthy, 2-way conversation between Amazon and Sellers via Amazon seller forums channels to enlist new and existing sellers into the community.
Leverage metrics, reporting, and Voice of Customer insights to measure the effectiveness of the program and drive improvements to the customer and associate experience.

A day in the life

As an AHS Seller Forums 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 via written response to posts and phone with the objective to coach and assist them with account health related topics.

Up to 80% of your day will be responding to seller posts and outbound phone contacts.

Provides prompt and efficient service to Amazon Sellers, including the appropriate escalation of Sellers' issues in a contact center environment.

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

Tempe, AZ, USA

PREFERRED QUALIFICATIONS

PREFERRED QUALIFICATIONS

An obsession with the Amazon customer experience
Excellent written and verbal communication skills including proficiency in composing concise, engaging and relevant responses.
Problem solving skills having demonstrated ability to recognize non-obvious patterns and analyze problems logically.
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.
Good organizational skills including prioritizing, scheduling, time management, and meeting deadlines.
Experience in contact center, retail, or e-commerce operations.

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, please visit

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