[Hiring] Senior Support Specialist I @Amazon Autos

Role Description

Amazon Autos is a new business aimed at improving the car-buying experience for Customers. The successful Amazon Autos Sr. Support Specialist candidate will be able to:

• Support customers in every step of the vehicle purchase journey including pre-purchase, checkout, and post-purchase inquiries.
• Make outbound phone calls to Customers and/or Dealers to expedite issue resolution.
• Manage case files intake, referring cases to partner teams for customers who need additional support.

Successful candidates will exhibit a range of essential qualities and skills:

• Adept at navigating highly ambiguous environments where solution paths may be unclear.
• Demonstrate high levels of empathy and customer advocacy.
• Good judgment in discussing sensitive topics.
• Superior verbal and written communication skills.
• Thorough understanding and display of Amazon contact tenets and behaviors.
• Maintain a high level of executive presence.
• Ability to distinguish between systemic issues and one-off occurrences, taking appropriate action in each case.

Qualifications

• Must be currently located in Costa Rica.
• 2+ years of experience working at Amazon in customer-faced service or support roles, face to face and/or contact center.
• Experience in Customer Service, Customer Advocacy and/or Account Management roles.
• Must be in good standing, no written warnings in the last 90 days.
• Fluent English language proficiency required.
• Work schedule flexibility (including weekends).
• Familiarity with US vehicle purchasing experience (e.g., working in automotive Customer support, dealer support, or dealership experience).
• Knowledge of Amazon Tools: Amazon Customer Care Center (AC3), Paragon, Seller Central, Simple Issue Manager (SIM).
• Ability to thrive in an ambiguous and fast-paced work environment.
• Exceptionally strong customer handling, conflict resolution, and problem-solving skills; focusing on quality customer experience.
• Experience handling Customer Service escalations.

Requirements

• Answer inbound chat & phone contacts from Customers and make outbound phone contacts when necessary.
• Listen closely to customers: Understand, paraphrase, empathize, and prioritize customer needs, then provide appropriate solutions.
• Demonstrate timely, accurate and professional customer service and contact resolution.
• Meet or exceed quality and productivity goals assigned by management.
• Use strong interpersonal and communication skills to work with varying audiences including customers, operational and business teams.
• Resolve work items with a sense of urgency, using provided escalation paths when necessary.
• Consistently follow departmental policies when resolving customer issues, and effective troubleshooting using provided documentation.
• Effectively use Amazon Autos tools and internal dashboards to provide an accurate response and an exceptional customer and business party experience.
• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.
• Assist partner teams in understanding challenges the team and its customers face, leading to CS and end-customer experience improvements.
• Maintain knowledge of team-specific operational procedures as needed.

Company Description