Job Description

DESCRIPTION

Amazon is seeking highly motivated German speaking candidates for its Fulfillment by Amazon\'s (FBA) Support Operations sites in Hyderabad. FBA is a growing business built around Amazon\'s world class capability in Ordering, Fulfillment, Transportation and Customer Service. By leveraging our current scale and supply chain, FBA can provide a low-cost alternative for fulfillment and enable sellers to rapidly grow their business. As mentioned by Jeff Bezos, Founder and CEO of Amazon.com, in his annual letter to shareholders, FBA is one of the strategic long-term opportunities for the company to improve the lives of sellers and buyers while leveraging our billion-dollar logistics infrastructure to generate increasing free cash flow and triple digit return on invested capital. Our long-term vision is that customers can order and receive a sellers\' product the same day anywhere in the world.

Support Operations role in FBA is to support Sellers with financial related questions and ensure they are addressed in accordance with policy. There are distinct manual research processes conducted by Support Operations, a team of 1500+ employees operations spanning across India, Costa Rica, China, and the United States supporting North America. Support Operations is expanding its scope in European market place to provide consistent Seller experience and this role will play a great role towards achieving that. We believe consistency is the foundation to the world class service we provide our Sellers and Support Operations is at the center of ensuring consistent and fair evaluation of Seller inquiries.

Key job responsibilities

• Fluency in German Language (both written and verbal), Communication with external customers (Carriers, Vendors/Sellers) and internal customers (Fulfillment Centers, Operations/Support teams)
• Assist with deep dive and root cause resolution for FBA Merchant and seller reimbursement requests.
• Evaluate research and reimbursement requests from FBA Sellers for lost and damaged inventory in a contact center environment (email/ticketing only).
• Achieving weekly productivity and quality targets.

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

BASIC QUALIFICATIONS

• 0-2 years of experience
• Bachelor\'s Degree in any stream
• German Language B1 certification or equivalent
• Understanding and responding in German Language
• Experience with Microsoft Office, including Outlook, Word, and Excel
• Proven analytical and data gathering skills
• Proven communication and comprehension skills

PREFERRED QUALIFICATIONS

• Experience in a production environment and proven track record of achieving productivity and quality targets.
• Previous experience in a contact center environment.
• Experience in problem solving, including the ability to recognize non-obvious patterns
• Experience in prioritizing multiple tasks of competing priority with the ability to meet deadlines.
• Ability to maintain high levels of confidentiality and data security standards.
• A strong attention to detail and the ability to work independently in a fast-paced and rapidly changing environment.
• A bias for action and an ability to deal with ambiguity. Can work effectively and drive change in loosely defined situations.
• Experience with fraud or risk investigations.
• Experience in payments & banking domain.
• Demonstrated positive, results oriented attitude.
• Excellent team player capable of learning and sharing knowledge in a team environment.

Amazon