Job Description
* 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.
* Keen eye for detail and high level of accuracy.
* Excellent time-management, organizational, and prioritization skills.
* Flexibility with regards to shift assignment (early morning start times, late evening end times, weekends, holidays).
* Basic knowledge of Microsoft Office Suite.
Shopbop is looking for motivated applicants for a full-time CS Resolution Specialist.
The CS Resolution Specialist supports front-line Shopbop Customer Service staff by triaging, researching, and resolving SIM tickets related to customer contacts. Shopbop depends on the CS Resolution Specialist role to maintain efficient contact handling workflows and escalate trending issues.
Key job responsibilities
* Support SIM tickets submitted by agents providing timely responses to customer inquires to ensure SLA’s are met.
* Implement prescribed actions for various ICQA tickets including, but not limited to, Returns, Outbound, and Inbound issues.
* Complete fundamental tasks and meet established productivity metrics while recognizing time-sensitive requests and prioritizing efficiency.
* Leverage resources to adhere to established best practices while seeking guidance for resolution when variation from standard process is required.
* Escalate systemic issues through designated channels.
* Provide operation support as needed to CS Associate functions.
* Participate in cross-functional projects as needed.
* Other duties as assigned.
We are open to hiring candidates to work out of one of the following locations:
Virtual Location - TX | Virtual Location - USA | Virtual Location - WI
* Advanced Proficiency in Microsoft Excel
* Fluent in one of the following languages: Spanish, French, or Japanese.
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.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $31,200/year in our lowest geographic market up to $59,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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