AMXL Proactive Specialist, HBS Central Ops - San José, Costa Rica - Amazon Support Services Costa Rica SRL

Descripción

At Amazon, we are working to be the most customer-centric company on earth. The AMXL Proactive team provides resolution to complex customer problems that come with buying, delivering, or installing Heavy-Bulky products.

The AMXL Proactive Specialist will be supporting an operations team handling the end-to-end product and service experience for heavy bulky products.

The successful candidate will be able to support issues related to scheduled and non-scheduled deliveries by proactively resolving delivery defects and acting upon egregious escalations in a timely manner always working from the customer backwards.

The ideal candidate must demonstrate strong Ownership and Deliver Results skills, outstanding verbal and written communication skills, and a commitment to excellence.

In addition, the candidate must be proficient in English and demonstrate outstanding collaboration and professional skills.

The successful candidate for this role will be a fast, clear and independent thinker who is naturally curious about processes and how to improve them.

The candidate should be focused on Quality while delivering results through specific metric's achievement as well as developing tasks with a constant analytical mindset.

The job requires Work schedule flexibility (including weekends).

Key job responsibilities

• Take ownership of emerging issues that impact customers and business parties, drive resolution, and recommend ways to prevent similar issues in the future.
• Demonstrate timely, accurate and professional customer service and contact resolution.
• Demonstrate clear and polite written and oral communication skills.
• Effectively use HBS and SDS tools and internal dashboards in order to provide an accurate response and an exceptional customer and business parties experience.
• Proactively escalate system and process issues, as well as customer feedback trends to management.
• Be the voice of the customer, and provide feedback to the management team.
• Adapt in fast paced, constantly changing environment.

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

San Jose, CRI

BASIC QUALIFICATIONS

• Amazon is a multinational technology company and being proficient in English is a required qualification. CV's must be submitted in English as our recruitment team works in several jurisdictions.
• 1+ years of experience working at Amazon.
• 2+ years of experience within a Customer Service / Contact Center environment.
• Heavy Bulky and Services, Amazon Home Services, AMXL or SDS experience.
• Must be in good standing, no written warnings in the last 90 days.
• Proficient in English in both written and verbal.
• Demonstrated proficiency in Microsoft Excel, Outlook and other MS Office package applications in resume.

PREFERRED QUALIFICATIONS

• Knowledge of Paragon, Seller Central, SIM, and CSC.
• DART experience or previous experience handling Customer Service escalations.