Amazons Retail Business Services (RBS) team is looking for a dynamic and talented Senior Associate. If you are talented, detail-oriented, and enthusiastic, passionate about quality and delivering the best customer service, then we want to hear from you!
In this role of Senior catalog associate (L3), the individual is expected to be an effective listener, communicator and problem-solver and balance the needs and requirements of the program with high customer obsession. The tasks that he or she would be responsible for shall include (but are not limited to) effectively performing operational activities related to correction of defects, communicating with stakeholders and supporting pilots for new internal and external customer focus programs.
Core Responsibilities:
· Handle the day-to-day volumes of the assigned tasks and ensure the given SLA are met per quality standards
· Suggest process improvements and assist internal partners to drive them to completion.
· Maintain records of day-to-day work by updating trackers to reflect work done
· Supporting pilots in establishing and setting up new customer focus programs
· If there is a possible default on SLAs or quality, flag the escalation in time to the manager or SME
· Flexible with working schedule and willingness to take initiatives & responsibilities including 24/7/365 availability
Skills and Competencies Required:
· Excellent written and oral communication skills in English
· Strong business communication skills ability to communicate with internal/external stakeholders clearly and concisely
· MS Excel proficiency ability to mine voluminous data for specific detail according to instructions provided
· Strong analytical skills
· Ability to deal with ambiguity use discretion and judgment to take decisions on critical business tasks based on available information
Basic Qualifications
– Bachelors degree in any discipline is preferred; business or technical background is considered an advantage;
– 2-3 years of work experience or background in data-driven business operations processes is considered an advantage.
Skills:
– Strong written and oral communication skills in English;
– Good working knowledge of MS Office;
Ability to:
– Multitask in a fast paced environment;
– Operate in the system with the speed and accuracy necessary to meet departmental standards;
– Dive deep into a problem, perform Root Cause Analysis and identify constraints to recommend a solution
– Maintain composure in critical situations and communicate clearly with both internal and external customers.
Demonstrate:
– Passion for delivering great customer experience;
– Strong inter personal & communication skills;
– Excellent listening skills;
– Excellent data accuracy skills;
– Eye for detail;
– Commitment to meet deadlines.
Critical Qualities / Characteristics:
– Practical ideas;
– Pace of implementation & consistency in performance.
Preferred Qualifications
· SQL knowledge
· Languages known such as VBA, Python etc.
· Exposure to back office operations, escalation management and troubleshooting environments
· Experience in managing high priority queues