AHS Specialist, Account Health Support

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 Seller's 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. The AHS Specialist will be required to engage in frequent written and verbal communication with Sellers, department management, risk analysts, other company associates, and third-party to accomplish goals. The AHS Specialist will be required to contact Sellers by phone and email. The successful AHS Specialist will be able to redirect difficult conversations as the Specialist engage with pre-suspension and post-suspension level Sellers who are in poor standing.
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.
Basic Qualifications

• 1+ years of customer service experience

• Experience with Microsoft Office products and applications

• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

• Experience in payments or e-commerce

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Key job responsibilities
 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 SOP's to provide consistent and great Seller experience on each and every contact
 Understands and applies knowledge on complex issues, along with directly related tools, SOP's, blurbs, and workflows
 May perform tasks which 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 follows 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 task 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 voice of the Seller internally
 Help develop internal communication and participates in the development of internal communication on key process changes and provides contribution on translations and content reviews

A day in the life
A day in the life AHS Specialist provide dedicated support to Sellers. They eliminate frustration and consult with Sellers on 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 to Amazon 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.

About the team
https://w.amazon.com/bin/view/Account_Health_Support/- Experience with Microsoft Office products and applications
- Speak, write, and read fluently in English
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience in payments or e-commerce
- Ability to maintain high levels of confidentiality and data security standards- 1+ years of customer service experience

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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