AHS Specialist (Work from Office)

Job description

Are you a self-starter with a passion for e-commerce, looking to expand your retail skillset and help
shape the way third-party Sellers work with Amazon? Amazon.com strives to be Earth's most customer-
centric company where people can find and discover virtually anything they want to buy online. By
giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com
continues to grow and evolve as a world-class e-commerce platform. Today, more than 50% of Amazon's
total unit sales come from third-party selection. The Account Support Specialist within the Account
Health Support team acts as the primary interface between Amazon and our third-party business
partners (Sellers). We obsess over providing world-class support to Sellers selling on the Amazon
platform. We strive to predict the Seller's needs before they recognize they may have a problem, and
provide solutions to help our third-party business partners better serve their customers.

Position description: Account Health Support (AHS) Specialist

Location: Hyderabad, India
Language requirements: English & Hindi
Process type: Voice Process (Inbound and Outbound Calling) with North America Sellers
Shift requirements: Night Shifts and Rotational week offs (should be flexible to work as per business
requirements)

The AHS Specialist position relies on judgment to plan and accomplish goals and will work under very
limited supervision of the Manager. Individual problem-solving and analytical skills are used to
authenticate sellers’ complex transactions and accounts. The successful Specialist will have a high
degree of soft-skills, the ability to empathize with others and capable of succeeding in a fast-paced
environment. Nearly all decisions are expected to be made with little to no guidance and a high degree
of accuracy. All candidates will be analytical and customer service oriented with a keen eye to details
and identifying problem statements that hamper seller experience.

As an AHS Specialist, you will engage in frequent written and verbal communication with Sellers,
department management, risk analysts, and other company associates to accomplish your goals. You
will interact with our third-party Sellers by phone and email with objectives of coaching and helping
them with account health related topics. Major part of your daily activities includes inbound and
outbound calling to our Sellers to assist and support them over phone. The successful AHS Specialist will
be able to redirect difficult conversations as you engage with pre-suspension level Sellers who are in
poor standing.

Key job responsibilities

 Meets predetermined and assigned productivity targets and quality standards.

• Achieves quality (quality audits), while maintaining productivity (tasks per hour).
• Considers the impact these goals have on the Seller, the Buyer, and the Company.
• Works in accordance with the SOP's to provide consistent and great Seller experience on each
and every contact.
• Understands and applies 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.
• Leverages appropriate tools and applications to dive deep into investigation issues using data.
Demonstrates flexibility to transition within queues.
• Understands and adheres 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 communicates with management for any time off request.
 Lobby management
• Handles every work-item as per SOP and works on task in FIFO order (first in, first out)
• Attends and participates in team huddles/meetings
• 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.
• Demonstrates effective, clear and professional written and oral communication on investigative
matters, interactions with Sellers and internal exchanges with peers or management.
• Effectively interacts with teammates both in daily interactions and huddles
 Uses expertise to deliver impactful coaching
• Advises Sellers on solutions to mitigate performance issues, exhibiting expertise and educating
on factors that impact Seller performance to ensure performance metrics are met.
• Engages with Sellers in need of a higher level of support (poor performance), educating them to
become self-sufficient through time-bound support.
• Confidently channels Sellers into correctly identifying root causes, solutions and preventative
measures, using knowledge and expertise to lead effective conversations.
• 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.
• 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.
 Help develop internal communication
• Participates in the development of internal communication on key process changes and provides
contribution on translations and content reviews

A day in the life

A day in the life AHS Specialist provide dedicated support to Sellers. They eliminate frustration and
consult with Sellers on best ways to address opportunities for their business on Amazon’s eCommerce
platforms. The objective of this role is to deliver sustainable results that improve Seller’s performance,
while aligning to Amazon requirements. They use SOPs and judgment to provide guidance to Sellers on
complex cases. They make the determination if a Seller should be enforced or reinstated.

Basic Qualifications:

• Business proficient fluency in both written and verbal English and Hindi languages.
• Education: Graduation or equivalent.
• Flexibility to work various shifts, including potentially working one weekend day, full weekends,
or alternative start-end times.
• Ability to compose a grammatically correct, concise and accurate written and verbal response.
• Strong soft skills with the ability to effectively communicate for win-win solutions.
 • Demonstrated ability to deal with ambiguity and embrace constant changes with flexibility and
good grace.
• Ability to maintain high levels of confidentiality and data security standards.
• Flexibility to work during bank holidays and peak period.
• History of teamwork and willingness to roll up one's sleeves to get the job done. Fun to work
with!
• Genuine and intense customer focus.
• 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
• Ability to maintain high levels of confidentiality and data security standards

Preferred Qualifications:

• Interpersonal skills, with the ability to communicate complex transaction issues correctly and
clearly to both internal and external customers.
• Clear, crisp, and proactive documentation of operational procedures required to tackle known
risk related patterns.
• Problem solving skills having demonstrated ability to recognize non-obvious patterns and
analyze problems logically.
• Self-disciplined, diligent, proactive and detail oriented impacting time management and
organizational skills.
• Proven ability to work in fast paced; dynamic environments where decisions are made without
compromising on customer experience and financial losses.
• Teammate capable of learning and sharing knowledge in global environment.
• Demonstrate flexibility to work overtime hours as per business requirement.
• Desired skill-sets include MS Office Application Excel and Internet Explorer/Mozilla Firefox.

Additional Information:

Shifts: Rotational (it is a 24*7 shift environment and shifts are rotational - changes every 3-4 months')

Weekly Off: Rotational two- consecutive day off (it is a 5-day working week with 2 consecutive days off.
The off days changes every 3-4 months)

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer
and does not discriminate on the basis of race, national origin, gender, gender identity, sexual
orientation, protected veteran status, disability, age, or other legally protected status