Senior Customer Service Specialist (Fluent Swedish and English)
Amazon
The Hague , NL
2 dagen geleden

DESCRIPTION

Amazon Customer Service is looking to hire a Senior Customer Service Specialist with a fluency in Swedish and English.

As a Customer Service Specialist, you will function as a customer service expert, taking escalated problems and concession calls and maintaining escalation queues.

The successful candidates will be action-orientated, a flexible problem-solver with excellent research skills. You will demonstrate Customer Obsession and Ownership on every contact.

Role Responsibilities

  • Act as a problem solver for all associate and customer escalated issues, answering associate questions via chat, while also dealing with specific escalated customer issues.
  • Be an escalation point for customer’s requests. Acting as a bridge between CS and a variety of other groups within the company and takes responsibility and ownership for coordinating efforts to agree a solution.
  • Ensure high compliance to operational processes and policies.
  • Being the subject matter expert in relation to all our internal customer service resources (CSC / CSSM)
  • Facilitating communication between CS Associates (CSA) and the management team via the ticketing process.
  • Handling all concession related escalations and ensuring that necessary authorizations are confirmed.
  • Assists team with performance improvement efforts
  • Ensuring the queuing system is regularly monitored ensuring customer experience is upheld.
  • Proactively aiding teammates with difficult customer contacts for both phone, chat and e-mail (as applicable).
  • Demonstrating effective communication and cooperation with Customer Service Managers and peers in an effort to manage team work load and morale.
  • BASIC QUALIFICATIONS

  • Fluent in Swedish and Enghish
  • Proven ability to provide good judgement, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service.
  • Excellent written and verbal communication.
  • Utilize conflict resolution skills as applicable to customers; demonstrate effective listening skills and patience.
  • Demonstrates decision making ability
  • Ability to work independently on projects or tasks to identify and ultimately resolve customer pain-points.
  • Maintain a high level professionalism and approach-ability.
  • Successfully completes approved special projects as assigned.
  • PREFERRED QUALIFICATIONS

  • 2 years of Customer Service Experience preferred
  • Experience in Excel or any other reporting tool.
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