Roles and Responsibilities:
· Strong investigation skills to find root cause of metric issues and the ability to navigate Sellers in providing viable solutions.
· Awareness of how your direct actions impact the buyer experience and Amazon’s potential for bad debt.
· Flexibility to work various shifts, including working one weekend day or alternative start-end times
· Experience with Microsoft Office, including Outlook, Word, and Excel
· Ability to compose a grammatically correct, concise and accurate written and verbal response.
· Business proficient fluency in both written and verbal English, German languages.
· High school diploma or equivalent.
· Experience with customer service.
· Strong soft skills.
· Flexibility to work during bank holidays and peak period.
· Interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
Daily Working
· Account Health ( Most Priority)
· Customer Service Performance
· Product Policy Compliance
· Buyer seller communication ( Most Priority)
· A to Z Guarantee claims ( Most Priority)
· Return Request Closed
· A to Z additional info
·
· Feedback Positive
· SPN Feedback
· Performance notifications
· Seller Grievance
· Maintain Daily reports & submit for Weekly and Monthly Review
REQUIREMENTS
· Clear, crisp, and proactive documentation of operational procedures required to tackle known risk related patterns.
· Problem solving skills.
· Bachelor’s Degree.
· Demonstrated ability to analyze problems logically.
· Self-disciplined, diligent, proactive and detail oriented.
· 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.
· Demonstrated analytical and problem solving skills, including the ability to recognize non-obvious patterns.
· Demonstrated positive, results oriented attitude.
· Team player capable of learning and sharing knowledge in global team environment.
· Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.
· Ability to maintain high levels of confidentiality and data security standards.
· Demonstrate flexibility to work overtime hours as per business requirement.
· Proven ability to correctly identify fraud patterns.
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