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Investigations Specialist
Amazon /Slovakia/ s.r.o.
Place of work
Bratislava, Slovakia (Job with occasional home office)
Bratislava, Slovakia (Job with occasional home office)
Contract type
full-time
full-time
Start date
1/11/2022
1/11/2022
Wage (gross)
From 1 500 EUR/month
From 1 500 EUR/month
Information about the position
Job description, responsibilities and duties
Our vision is to be earth's most customer-centric company and earth's best employer. If you want to be part of an exciting business that aims to build a marketplace where customers can find and discover anything they might want to buy online, with a passion for delivering a great customer and seller experience, then this role is for you!
We are looking for high caliber and tested Investigations Specialist to support EU MFN business operations, to deliver initiatives and projects with strategic significance. Our ideal candidate is a problem solver, has investigative and critical thinking mindset, attentive to details, result-oriented, and capable of succeeding in a fast-paced environment, within minimal supervision.
This role requires excellent judgement to plan in order to accomplish goals and identify root causes that adversely impact seller experience, with the aim of driving timely resolutions with key partner teams. Ensure compliance with procedures and SLAs while achieving quality and performance metrics. Productivity and quality assurance will be evaluated along with the overall contribution to the development of the team.
Key job responsibilities:
- Investigating escalated tickets received from SPS/T4 and track SIM resolution within defined SLAs
- Conducting deep dives into seller contacts to identify seller intent/root-causes
- Identifying top reason codes/atlas labels driving seller contacts and work with product, program, partner teams to address gaps/eliminate defects
- Presenting insights to key label owner/stakeholders to implement improvement initiatives such as selling partner training, SOP, updates to seller facing help content, with the primary objective of resolving escalations, eliminating seller contacts and driving Root Cause Elimination initiatives.
- Work with product/program/partner teams to resolve escalated contact resolution of a supervisory or sensitive nature.
We are looking for high caliber and tested Investigations Specialist to support EU MFN business operations, to deliver initiatives and projects with strategic significance. Our ideal candidate is a problem solver, has investigative and critical thinking mindset, attentive to details, result-oriented, and capable of succeeding in a fast-paced environment, within minimal supervision.
This role requires excellent judgement to plan in order to accomplish goals and identify root causes that adversely impact seller experience, with the aim of driving timely resolutions with key partner teams. Ensure compliance with procedures and SLAs while achieving quality and performance metrics. Productivity and quality assurance will be evaluated along with the overall contribution to the development of the team.
Key job responsibilities:
- Investigating escalated tickets received from SPS/T4 and track SIM resolution within defined SLAs
- Conducting deep dives into seller contacts to identify seller intent/root-causes
- Identifying top reason codes/atlas labels driving seller contacts and work with product, program, partner teams to address gaps/eliminate defects
- Presenting insights to key label owner/stakeholders to implement improvement initiatives such as selling partner training, SOP, updates to seller facing help content, with the primary objective of resolving escalations, eliminating seller contacts and driving Root Cause Elimination initiatives.
- Work with product/program/partner teams to resolve escalated contact resolution of a supervisory or sensitive nature.
Requirements for the employee
Candidates with education suit the position
Secondary with school-leaving examination
Follow-up/Higher Professional Education
Follow-up/Higher Professional Education
Language skills
English - Upper intermediate (B2) or German - Intermediate (B1) or French - Intermediate (B1)
Personality requirements and skills
- Bachelor's Degree or equivalent
- 2+ years of demonstrable and proven experience with an investigator role
- Experience writing Standard Operating Procedures (SOP) for investigations
- Experience working on dive deep on complex situations, identify root cause, and suggest actions to close gaps
- Experience working in case management or other investigators' tooling/systems
- Proven ability to report and analyze data.
- Comfortable using analytical tools and techniques e.g. Excel using pivots
- Fluent English (any additional language is an advantage)
- Effective, clear and professional written and oral communication
- 2+ years of demonstrable and proven experience with an investigator role
- Experience writing Standard Operating Procedures (SOP) for investigations
- Experience working on dive deep on complex situations, identify root cause, and suggest actions to close gaps
- Experience working in case management or other investigators' tooling/systems
- Proven ability to report and analyze data.
- Comfortable using analytical tools and techniques e.g. Excel using pivots
- Fluent English (any additional language is an advantage)
- Effective, clear and professional written and oral communication
Advertiser
Brief description of the company
At Amazon.com, we're working to be the most customer-centric company on the Earth. To get there, we need exceptionally talented, bright, and result driven people.
All open positions together with a job description and contact details can be found on www.amazon.jobs.
All open positions together with a job description and contact details can be found on www.amazon.jobs.
Number of employees
1000 and more employees
ID: 4368560
Datum zveřejnění: 13.10.2022
2022-10-13
lokalita: Bratislava Pozice: Administrative Worker, Official, Process Manager, Project Manager Společnost: Amazon /Slovakia/ s.r.o.
Spodní hranice mzdy (brutto): 1 500 EUR/month