Amazon Recruitment | Account Health Support Specialist (0-5 years) | Hyderabad

 Company Name: Amazon

Job Location: Hyderabad

Job Position: Account Health Support Specialist (AHS) – Work From Office

Experience: 0 to 5 years

Salary: Rs. 3,00,000 – 4,00,000/- per annum

Qualification: Graduation, Diploma

Job Summary:

• The Account Health Specialist within the Account Health Support team acts as the primary interface between Amazon and our business partners.
• 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, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

Job Description:

• 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 be 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 for detail 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 the objectives of coaching and helping them with account health-related topics.
• A major part of your daily activities includes inbound and outbound calling our Sellers to assist and support them over the phone.
• The successful AHS Specialist will be able to redirect difficult conversations as you engage with pre-suspension level Sellers who are in poor standing.
• A day in the life AHS specialists provide dedicated support to Sellers.
• They eliminate frustration and consult with Sellers on the 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 with Amazon's 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.
• Language Requirements: English & Hindi
• Process Type: Voice Process (Inbound and Outbound Calling) with North American Sellers.
• Shift requirements: Night Shifts and Rotational week offs (should be flexible to work as per business requirements).

Eligibility Criteria:

• Should be a Graduate and above.
• Should be fluent in English and Hindi.
• Immediate joiners only.

Basic Qualifications:

• Graduation degree or equivalent.
• Business proficient fluency in both written and verbal English and Hindi languages.
• 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 grace.
• Ability to maintain high levels of confidentiality and data security standards.
• Flexibility to work during bank holidays and peak periods.
• 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 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 have demonstrated the 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.
• Teammates capable of learning and sharing knowledge in a global environment.
• Demonstrate flexibility to work overtime hours as per business requirements.
• Desired skill sets include MS Office Application Excel and Internet Explorer/Mozilla Firefox.

Job Responsibilities:

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• 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 SOPs to provide consistent and great Seller experience on each and every contact.
• Understands and applies knowledge on complex issues and directly related tools, SOPs, blurbs, and workflows.
• May perform tasks that 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/adheres to workflow directions.
• Understand the importance of adherence to AUX statuses and following guidelines thoroughly, taking breaks as scheduled, and keeping personal time to a minimum.
• Proactively communicates with management for any time off request.
• Handles every work item as per SOP and works on tasks in FIFO order (first in, first out).
• Attends and participates in team huddles/meetings and effectively interacts with teammates both in daily interactions and huddles.
• 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.
• Demonstrates effective, clear, and professional written and oral communication on investigative matters, interactions with Sellers, and internal exchanges with peers or management.
• Uses expertise to deliver impactful coaching and 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 the voice of the Seller internally.
• Help develop internal communication and participates in the development of internal communication on crucial process changes and provide a contribution to translations and content reviews.

How To Apply:

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