AHS Sr. Specialist, Account Health Support
Description Working Hours: 5 days’ work week inclusive of one or both weekends and Public Holidays | Office hours (alternative start-end times subjected to business needs and changes) Note: Candidate must be authorized to work in the Philippines without sponsorship. The Senior 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. Key job responsibilities • Provides prompt and efficient service to Amazon Sellers, including the appropriate escalation of Sellers’ issues in a contact center environment. • Liaises with other departments as required to resolve Seller’s issues and questions. • 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. A day in the life As an AHS Snr 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. Up to 80% of your day will be handling inbound and outbound phone contact. Provides prompt and efficient service to Amazon Sellers, including the appropriate escalation of Sellers’ issues in a contact center environment