• Job Description

  Req#: 2534913
  Shopbop is looking for motivated applicants for a full-time Customer Service Process Assistant opening.
  
  Candidates will have demonstrated sustained mastery of essential Shopbop Customer Support Specialist functions and exhibit an obsession for working backward from the customer. Successful candidates will be responsible for achieving specific team and productivity goals. An ideal candidate will excel in a fast-paced and process-driven environment.
  
  Responsibilities:
  - Utilize SIM to support high-volume CS Help processes by means of established channeling directives.
  - Facilitate communication of customer requests by routing to specific resolvers and monitoring for completion.
  - Implement prescribed actions for various ICQA tickets including but not limited to Returns, Outbound, and Inbound issues.
  - Leverage resources to determine and follow established best practices while seeking guidance for resolution when variation from standard process is required.
  - Ownership of communication between stakeholders including CSRs, CS Leads, managers and at times external resources.
  - Complete fundamental tasks and meet established productivity metrics while recognizing time-sensitive requests and prioritizing efficiency.
  - Identify and communicate trends and escalate for further research and resolution by CS Leads or additional stakeholders.
  - Assist with contact coverage including OT within CS hours of operation (holidays, evenings, weekends and promotions).
  
  Qualifications:
  - Mastery of Shopbop Customer Support Specialist policies, best practices, programs and applications. Must meet or exceed CSS productivity and quality metrics.
  - Strong written and verbal communication skills including the ability to maintain transparency regarding task completion and status.
  - Demonstrated attention to detail and a critical eye for process improvements.
  - Excellent time-management, organizational, and prioritization skills.
  
  
  We are open to hiring candidates to work out of one of the following locations:
  
  Virtual Location - WI- 2+ years of customer service experience
  - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
  - Mastery of Shopbop Customer Support Specialist policies, best practices, programs and applications. Must meet or exceed CSS productivity and quality metrics.- Experience with Microsoft Office products and applications
  
  Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

• About the company

  Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

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