Bilingual Ahs Specialist

Job ID: ******* | Amazon.com Services LLCThis is a full-time, 5 working days in office role.We value in-person collaboration and time spent face-to-face.The position is based in Tempe, AZ.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.The Account Support Specialist within the Account Health Support (AHS) team acts as the primary interface between Amazon and our business partners.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 a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.Position DescriptionTitle: Account Support SpecialistLocation: Tempe, AZLanguage Requirements: English and SpanishShift Requirements: Sunday–SaturdayTraining: 8 weeks of instructor-led and self-led courseworkAHS Specialist Scope & ResponsibilitiesProvide dedicated support to third-party Sellers, eliminating frustration and consulting with them on best opportunities for their business on Amazon's e-commerce platforms.Deliver sustainable results that improve Sellers' performance while aligning with Amazon requirements.Use Standard Operating Procedure and judgment to guide Sellers on complex cases.Engage in frequent written and verbal communication with Sellers, department management, risk analysts, other associates, and third-parties.Contact Sellers by phone and email, with up to 70% of the day focused on inbound and outbound phone contact.Handle pre-suspension and post-suspension level Sellers who are in poor standing, redirecting difficult conversations as needed.Demonstrate effective, clear, and professional written and oral communication.Provide prompt and efficient service to Amazon Sellers, including appropriate escalation of issues.Maintain a positive and professional demeanor, portraying the company positively while managing sensitive issues.Apply excellent time-management skills and work independently using departmental resources, policies, and procedures.Contribute to a positive team environment, proactively aiding team members with difficult contacts.Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.Seek solutions through logical reasoning, data interpretation, identify trends, and provide improvement suggestions to the appropriate channel.Liaise with other departments to resolve Seller's issues and questions.Basic Qualifications1+ years of customer service experienceExperience with Microsoft Office products and applicationsWork a flexible schedule/shift/work area, including weekends, nights, and/or holidaysExperience in payments or e-commerceSpeak, write, and read fluently in SpanishAbility to be on site 5 days a week in Tempe, AZPreferred QualificationsExperience demonstrating problem solving and root cause analysisAmazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.Our inclusive culture empowers Amazonians to deliver the best results for our customers.If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit for more information.Our compensation reflects the cost of labor across several US geographic markets.The base pay for this position ranges from $31,200/year in our lowest geographic market up to $64,300/year in our highest geographic market.Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.Amazon is a total compensation company.Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.For more information, please visit .This position will remain posted until filled.Applicants should apply via our internal or external career site.#J-*****-Ljbffr