Account Health Support Specialist with Swedish

Amazon

Oct 10, 2024

Applications are closed

Job
Full-time
Entry & Junior Level
Customer Relations
Sales & Business Development
Barcelona

Requirements

High school diploma or equivalent.
Previous experience providing support and service to Customers
Language – Proficiency in 3 languages: (C1 level) of English & Swedish & any other language supported by AHS (German, Italian, French, Spanish, Turkish)
Technical Skills: Intermediate competency with Windows, Microsoft Word, Outlook and Excel. Able to use online communication and collaboration tools with ease
Excellent verbal and written communication skills, inspiring confidence while leading customers through the various steps to resolve issues via phone and email channels.
Excellent listening skills; able to demonstrate empathy and willingness to help
Prior Contact Center experience very helpful (preferred)
Comfortable working in a fast paced, high-volume environment with the ability and flexibility to adapt to change effectively
Ability to work against and deliver performance in metric driven environment with high productivity and quality standards.
Maintain a strong customer focus, ensuring the customer feels supported and valued
Foster a positive and cooperative team environment at all times.
Multitasking: ability to handle phone, chats and email contacts in tandem with each other
Demonstrate effective, clear and professional verbal and written communications. Comfortable in providing helpful, live telephone support in English and other languages defined for role.
Able to troubleshoot, research and effectively translate technical and procedural instructions to customers in a way they can understand.
Enthusiastic, highly self-motivated and willingness to learn new skills.
Demonstrate strong sense of urgency and adaptability in response to changing business needs
Demonstrate the ability to identify and drive process improvements.

Responsibilities

Supporting Amazons Selling Partner’s to solve any incoming issues via 2 channels of communication (Phone & Email)
Managing high volumes of inbound and outbound calls (up to 80% of work time) & emails
Strong investigation skills to find root cause of Account Health related issues and the ability to navigate Sellers in providing viable solutions.
Identifying Seller’s needs, clarifying information, researching every issue and providing solutions
Exemplifying Amazons Leadership Principles, such as Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact.
Building sustainable relationships while engaging customers by going the extra mile
Ability to consistently achieve productivity and quality performance goals.
Documenting all Seller interactions and information according to standard operating procedures
Ability to troubleshoot and provide product guidance and support to all Amazons Sellers
Attend regular training sessions, and learn product details and key selling points of products and technologies.
Regularly collaborating with various internal stakeholders and teams
Any other duties and special projects as directed by management in keeping with the employee’s skills and experience

FAQs

What are the language requirements for this position?

The position requires proficiency in three languages: C1 level in English, Swedish, and any additional supported language such as German, Italian, French, Spanish, or Turkish.

What qualifications do I need to apply?

You need a high school diploma or equivalent and previous experience providing support and service to customers.

What does a typical work schedule look like for this role?

The work schedule involves rotating shifts from Sunday to Saturday, typically from 9 AM to 5 PM, depending on the role.

Where is this position located?

This is an office-based role located in Barcelona, Spain, specifically in the Poblenou district.

What types of communication will I be using to assist sellers?

You will interact with sellers via phone and email.

Is prior contact center experience required for this job?

While prior contact center experience is preferred, it is not strictly required.

What kind of training will be provided?

You will attend regular training sessions to learn about product details and key selling points, as well as ongoing training in company processes.

What is the company culture like at Amazon?

Amazon promotes a diverse, multicultural environment and encourages participation in community and affinity groups. They prioritize inclusivity and collaboration.

What kind of career growth opportunities are available?

Amazon takes pride in growing talent from within, offering multiple career paths for employees.

What benefits are offered to employees in this role?

Employees receive a private healthcare plan and can enjoy state-of-the-art facilities, including a subsidized canteen, onsite parking, and a rooftop terrace.

How does Amazon ensure a positive customer service experience?

Amazon seeks to exemplify customer obsession and aims for exceptional customer care with every interaction.

Will I be required to handle multiple tasks simultaneously?

Yes, the role requires multitasking, including handling phone, chat, and email interactions at the same time.

Is flexibility required regarding work shifts?

Yes, flexibility is required as specific shifts cannot be confirmed prior to joining, and they are determined after the training period.

Amazon

Retail & Consumer Goods

Industry

10,001+

Employees

1994

Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1." What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.