Job
Description
THIS JOB ROLE IS ONLY FOR PEOPLE WITH DISABILITIES (locomotor disability, dwarfism, muscular dystrophy and low vision) FOR AN E-COMMERCE MAANG COMPANY Required 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 Job summary : 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 e-commerce platforms. The objective of this role is to deliver sustainable results that improve Seller’s Performance, while aligning to 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. Key Responsibilities : Ø Meets predetermined and assigned productivity targets and quality standards Ø Achieves quality (quality audits), while maintaining productivity (tasks per hour) Ø Considers the impact these goals have on the Seller, the Buyer, and the Company Ø Works in accordance with the SOP's to provide consistent and great Seller experience on each and every contact Ø Understands and applies knowledge on complex issues, along with directly related tools, SOP's, blurbs, and workflows Ø May perform tasks which are not guided by established policies and procedures Ø Leverages appropriate tools and applications to dive deep into investigation issues using data Ø Demonstrates flexibility to transition within queues and understands/adheres to workflow directions Ø Understand the importance of adherence to AUX statuses and follows guidelines thoroughly, taking breaks as scheduled and keeping personal time to a minimum Ø Proactively communicates with management for any time off request Ø Handles every work-item as per SOP and works on task in FIFO order (first in, first out) Ø Attends and participates in team huddles/meetings and effectively interacts with teammates both in daily interactions and huddles Ø 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 Ø Demonstrates effective, clear and professional written and oral communication on investigative matters, interactions with Sellers and internal exchanges with peers or management Ø 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 Ø Engages with Sellers in need of a higher level of support (poor performance), educating them to become self-sufficient through time-bound support Ø Confidently channels Sellers into correctly identifying root causes, solutions and preventative measures, using knowledge and expertise to lead effective conversations Ø 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 Ø 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 Ø Help develop internal communication and participates in the development of internal communication on key process changes and provides contribution on translations and content reviews Salary and Benefits : 3.2 L to 4.2 L Work Mode : Work from Office Show more Show less
