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