Amazon AHS Specialist

4 weeks ago

Hyderabad, Telangana, India Amazon Dev Center India - Hyderabad Full time
About the Role

We are seeking a highly skilled and motivated AHS Specialist to join our team at Amazon Dev Center India - Hyderabad. As an AHS Specialist, you will play a critical role in providing world-class support to our third-party business partners (Sellers) on the Amazon platform.

Key Responsibilities
  • Provide dedicated support to Sellers, eliminating frustration and consulting with them on best ways to address opportunities for their business on Amazon's eCommerce platforms.
  • Use SOPs and judgment to provide guidance to Sellers on complex cases, making determinations on whether a Seller should be enforced or reinstated.
  • Work closely with Sellers, department management, risk analysts, and other company associates to accomplish goals and objectives.
  • Engage in frequent written and verbal communication with Sellers, department management, risk analysts, and other company associates to accomplish goals and objectives.
  • Interact with our third-party Sellers by phone and email with objectives of coaching and helping them with account health related topics.
  • Redirect difficult conversations with pre-suspension level Sellers who are in poor standing.
  • Meet predetermined and assigned productivity targets and quality standards.
  • Achieve quality (quality audits), while maintaining productivity (tasks per hour).
  • Consider the impact of goals on the Seller, the Buyer, and the Company.
  • Work in accordance with the SOP's to provide consistent and great Seller experience on each and every contact.
  • Understand and apply 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.
  • Leverage appropriate tools and applications to dive deep into investigation issues using data.
  • Demonstrate flexibility to transition within queues and understand/adhere 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 communicate with management for any time off request.
  • Handle every work-item as per SOP and work on task in FIFO order (first in, first out).
  • Attend and participate in team huddles/meetings and effectively interact with teammates both in daily interactions and huddles.
  • Remain 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.
  • Demonstrate effective, clear and professional written and oral communication on investigative matters, interactions with Sellers and internal exchanges with peers or management.
  • Use expertise to deliver impactful coaching and advise Sellers on solutions to mitigate performance issues, exhibiting expertise and educating on factors that impact Seller performance to ensure performance metrics are met.
  • Engage with Sellers in need of a higher level of support (poor performance), educating them to become self-sufficient through time-bound support.
  • Confidently channel Sellers into correctly identifying root causes, solutions and preventative measures, using knowledge and expertise to lead effective conversations.
  • Thoroughly listen to Sellers and address all performance issues to minimize the Seller stumbling and impacting the Buyer experience negatively. Consider the impact and quality their actions have on the Seller, the Company, and the Buyer. Work towards earning Seller trust on every contact.
  • Maintain a positive and professional demeanor always portraying the company in a positive light and effectively escalating sensitive issues. Represent the voice of the Seller internally.
  • Help develop internal communication and participate in the development of internal communication on key process changes and provide contribution on translations and content reviews.
About the Team

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

Hyderabad, TS, IND

Basic Qualifications
  • 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.
Preferred Qualifications
  • 1+ years of customer service experience.

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