Investigation Spc. | Seasonal, Catalog Discovery Trust
Job Description
Amazon Costa Rica is seeking dedicated, hardworking, analytical candidates with a proven track record of performance and results-oriented thinking, to join the team at Shopping Experience Protection Operations (SEPO).
Our mission is to make quick and accurate decisions that protect Customers while enabling Selling Partners to succeed. We deliver at scale through technology and expert human judgement. We drive down costs by selectively and efficiently using human judgement where technology is not able to automate. We do all this while fostering a culture of learning, development and fun to be a part of.
This position relies on excellent judgment to analyze and resolve investigations under very limited supervision of the Manager. Nearly all decisions are expected to be made independently with little to no guidance and a high degree of accuracy.
**Note** This position does not involve taking calls with customers, but the Investigation Associate will be required to engage in frequent written and verbal communication with internal teams to accomplish goals.
Key job responsibilities
• Use established policies to investigate potential Amazon policy infringement that could pose a risk to Amazon or our customers in global markets
• Use a wide range of internet and in-house tools to research and gather data to make accurate decisions. Take appropriate actions to identify and help minimize risk
• Ensure that customers are shown defect and abuse-free products in our catalog to match the search, personalization, and discovery channels
A day in the life
• Maintain a positive and professional demeanor while handling sensitive information and protecting the company
• Enforce Amazon policies in order to ensure the shopping experience on the platform is meeting and even exceeding our high standards
• Contribute to a positive team environment and proactively aid team members with process barriers and projects
• Maintain accountability to attendance, productivity, and quality expectations while adapting to the changing requirements of the business
Basic Qualifications
- 6+ months of customer service experience
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience with Microsoft Office products and applications
- Speak, write, and read fluently in English
- B2+ level of written, read, and spoken English.
- Excellent reading comprehension.
- Ability to work in a rapidly evolving environment.
- Strong oral and written communication skills.
- Proficiency in navigating common and uncommon software UIs.
- Demonstrated ability to work independently and with limited guidance.
Preferred Qualifications
- Self-disciplined, diligent, proactive and detail oriented.
- Experience and/or knowledge of fraud, risk management, data research, collections or banking
- Knowledge of process improvement and measuring quality.
- Demonstrable interpersonal skills, with the ability to communicate complex issues correctly and clearly.
- Experience working in a multicultural and international back-office environment.