Mohd Kashif Hussain

• * Supporting Amazons Selling Partner’s to solve any incoming issues via 2 channels of communication (Phone & Email)
  
  * Managing high volumes of inbound and outbound calls (up to 80% of work time) & emails
  
  * Strong investigation skills to find root cause of Account Health related issues and the ability to navigate Sellers in providing viable solutions.
  
  * Identifying Seller’s needs, clarifying information, researching every issue and providing solutions
  
  * Exemplifying Amazons Leadership Principles, such as Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact.
  
  * Building sustainable relationships while engaging customers by going the extra mile
  
  * Ability to consistently achieve productivity and quality performance goals.
  
  * Documenting all Seller interactions and information according to standard operating procedures
  
  * Ability to troubleshoot and provide product guidance and support to all Amazons Sellers
  
  * Attend regular training sessions, and learn product details and key selling points of products and technologies.
  
  * Regularly collaborating with various internal stakeholders and teams
  
  * Any other duties and special projects as directed by management in keeping with the employee’s skills and experience
  
  The team's schedule is organized in shifts and weekends to accommodate Amazon´s opening hours 7 days a week. Please note, the shifts cannot be confirmed prior to joining Amazon as they are not determined until after the training period, therefore flexibility is required.

Provides prompt and efficient service to Amazon Sellers, including the appropriate escalation of Sellers’ issues in a contact center environment.
• Liaises with other departments as required to resolve Seller’s issues and questions.
• Maintains a positive and professional demeanor always portraying the company in a positive light while effectively managing sensitive issues.
• Demonstrates good 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 acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends, also liaises though appropriate channels including improvement suggestions.

• A role of Mentor-Facilitator for existing AHS-HYD specialists for skill-sets such as OP, PQ, SPA, RP, KYC, PRA, BAP and Easy Ship. Responsibility to train, coach and guide a team of new hires on meeting our Quality and Productivity goals by delivering & facilitating process training as well as providing on-floor support during Mentored Production phase.

• Responds to Specialist support requests (i.e. Seller Escalations, Process gaps, barriers) in real time providing education to Specialists with the goal of achieving first contact resolution, as well as a remarkable, reproducible seller/vendor experience
  · Identifies Seller and Specialist success barriers, provides solutions, and drives change through business improvement initiatives.
  · Serves as the first point of contact for all Seller escalations
  · Provides direction and coaching during interactions with Specialists that could include schedule adherence, AUX coding, lobby management and overall efficiency.
  · 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
  · Identifies performance and contact trends and demonstrate bias for action on solving problems with scalable solutions
  · Works across team(s) and Ops organization WW to enable Specialists to take right action for customers and drive business metrics.
  · Provide feedback to the Ops team based on trend analysis and patterns observed through Helpdesk-Specialist interactions.