Catalog Assistant
DESCRIPTION
Job summary
Are you customer obsessed, flexible, smart and analytical, strategic yet execution focused and passionate about e-commerce? Are you an experienced, entrepreneurial leader with a strong work ethic? If yes, this opportunity at Amazon Home Services will appeal to you.
We are looking out for candidates for Catalog Assistant
In this role, you will be responsible for working closely with Service Providers, Customer Service team, Customer outbound process, Service category team and Operations to identify the gaps in fulfillment of a service provided to the customer and work with them to alleviate their acute/short-term issues. You will partner with program and product management team as well to identify long-term fulfillment features and programs to improve customer experience on the Amazon Home Services business in A.in.
Roles and Responsibility:
Under general supervision, follow pre-defined processes, guidelines, and SOPs to perform tasks with high levels of accuracy and productivity
Tasks including interacting and coordinating with customers, gathering and presenting customer feedback and ensuring Amazon remains competitive, wide selection and good product information and solving challenging operational goals. Also include maintaining records of work, tracking business workflow, escalating deviations.
· Report audit results and communicate them to others within the organization.
· Analyze data and identify new trends/patterns.
· Identify generic patterns in cx escalations and to be translated into guidelines and SOPs to improve overall escalation process.
· Provide feedback to streamline existing processes to help the team achieve more consistent results with high quality.
· Should be open to working on Saturday & Sunday, with any other 2 days of the week as off.
Key job responsibilities
Roles and Responsibility:
Under general supervision, follow pre-defined processes, guidelines, and SOPs to perform tasks with high levels of accuracy and productivity
Tasks including interacting and coordinating with customers, gathering and presenting customer feedback and ensuring Amazon remains competitive, wide selection and good product information and solving challenging operational goals. Also include maintaining records of work, tracking business workflow, escalating deviations.
· Report audit results and communicate them to others within the organization.
· Analyze data and identify new trends/patterns.
· Identify generic patterns in cx escalations and to be translated into guidelines and SOPs to improve overall escalation process.
· Provide feedback to streamline existing processes to help the team achieve more consistent results with high quality.
· Should be open to working on Saturday & Sunday, with any other 2 days of the week as off.
BASIC QUALIFICATIONS
· Bachelor's degree required.
· Strong Analytical & Excellent communication skills (verbal and written) & should be able to articulate thoughts clearly: both verbally & written form.
· Be detail-oriented & well organized, capable of handling multiple projects at once, and deal with rapidly changing priorities in a fast-paced environment.
· Must have experience in establishing, measuring & meeting service level agreements, improving the performance & quality of the processes & managing complex operational concerns.
· Experience in a highly analytical, results-oriented environment.
· Strong process definition and optimization skills; proven ability to define effective, efficient, and scalable processes and drive continuous improvement through root cause identification and defect elimination.
· Highly proficient in Microsoft Office and Windows based applications. · Peer respect - establish and maintain cooperative working relationships
PREFERRED QUALIFICATIONS
Bachelor's degree required.
1 - 3 years of work experience analyzing data with strong analytical skills.