[Remote] Customer Support Specialist, Shopbop

Note: The job is a remote job and is open to candidates in USA. Amazon's Shopbop is looking for a motivated Customer Support Specialist who is passionate about customer satisfaction. The role involves providing exceptional service, resolving customer inquiries, and acting as a brand ambassador in a fast-paced remote environment.

Responsibilities

• Act as a Brand Ambassador for Shopbop, providing world-class service to all Customers
• Be the first point of contact to resolve customer issues and complaints across multiple channels in a timely manner, communicating through email, phone, live chat and/or social media
• Provide Customers with critical service and product information, ensuring customer satisfaction
• Demonstrate sound understanding and comprehensive knowledge of the Shopbop’s full range of products and services
• Handle customer inquiries and/or cases through different channels in a timely and professional manner decisions in consideration of the policies and procedures within the Service Level Agreement
• Ensure clear and accurate data capture, be able to provide both quantitative and qualitative insights of customers’ voices
• Utilize a variety of software programs to resolve customer inquiries
• Work with external shipping contractors to assist customers with both domestic and international issues

Skills

• Can show strong verbal and written communication skills
• Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience in a high volume, high production operations environment
• High school diploma
• 2+ years within a luxury customer service-focused environment, such as contact center and/or luxury retail. Direct customer phone/email experience
• The ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turn on the camera when requested by leadership
• Home work area that is free from background noise where you can connect to the internet and work on your deliverables
• The ability to meet the Shopbop and Amazon Customer Contact Center Guidelines and expectations which includes using a wired, high-speed Internet, Modem or Router w/ Ethernet Port – Customer Support Specialists must connect directly (No Satellite Internet or Wi-Fi)
• Knowledge of basic mathematics
• Knowledge of Windows desktop environment and use of Word, Excel, IE, Firefox etc
• Experience in computer skills, including proficiency in MS Office (Word, Excel, PowerPoint), or experience that includes strong analytical skills, attention to detail, and effective communication abilities

Benefits

• This is a full-time, direct hire position
• We are a call center open 7am-9pm CST, 7 days a week
• Must have the flexibility to work a variety of shift assignments including nights/weekends/holidays/OT Peak
• This role is a fully remote position
• Candidate location restrictions may apply
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Home work area that is free from background noise where you can connect to the internet and work on your deliverables
• The ability to meet the Shopbop and Amazon Customer Contact Center Guidelines and expectations which includes using a wired, high-speed Internet, Modem or Router w/ Ethernet Port – Customer Support Specialists must connect directly (No Satellite Internet or Wi-Fi)
• Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status
• Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies.
• Pursuant to the Los Angeles County 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.
• If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

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