Empleos en Costa Rica

Retail Business Services (RBS) is a global operations organization that supports selling partners and category teams and scales critical store functions by standardizing, scaling and automating manual processes.

The Operations Lead Associate acts as the primary interface between Amazon and our Selling partners. The Operations Lead Associate will be responsible for providing timely and accurate operational support to Selling Partners on the Amazon platform. The successful candidate has an immediate, distinct effect on the experience of customers of Amazon, making a strong record of customer focus a high standard for the role. The Operations Lead Associate is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for phone and / or email cases.

Roles and Responsibilities :

• Handle the day-to-day volumes of the assigned tasks and ensure the given SLAs are met per quality standards.
• Demonstrates effective, clear and professional written and oral communication.
• Provides prompt and efficient service to Amazon Selling Partners including the appropriate escalation of Sellers’ issues.
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
• Maintains performance metrics such as quality, productivity, first contact resolution, and attendance.
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
• Liaise with other departments such as Selling Partner Paid Services and external stakeholders

BASIC QUALIFICATIONS

PREFERRED QUALIFICATIONS

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