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Ops Specialist (French), APEx
San Jose, San Jose, CRIPosted 3 weeks ago
Full-timeonsite
Job Description
This is a non-virtual, full-time, permanent position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica to be eligible for consideration.
The APEx Operations Specialist supports the operations team in delivering exceptional product and service experiences for AMXL orders.
This role is responsible for proactively identifying and resolving delivery defects, responding to escalations in a timely manner, and always working backwards from the customer. The role also requires direct outbound calls to customers to communicate solutions for identified delivery issues.
This position requires on site support 5/5 and it is located in SJO11.
Key job responsibilities
Take ownership of emerging issues that impact customers and business stakeholders, drive resolution, and recommend ways to prevent similar issues in the future.
Proactively monitor and resolve delivery defects for scheduled deliveries.
Provide timely, accurate, and professional customer service and contact resolution.
Contact customers via phone to communicate solutions and updates on delivery issues.
Demonstrate clear and polite written and oral communication skills in all interactions.
Effectively use internal dashboards to provide accurate responses and an exceptional customer experience for business partners.
Proactively escalate system and process issues, as well as customer feedback trends, to management.
Be the voice of the customer to challenge existing processes and advocate for an exceptional customer experience.
Identify root causes of recurring issues and propose process improvement recommendations.
Deliver results against defined quality and productivity metrics.
Collaborate effectively with cross-functional teams to drive resolution and improve operations.
Maintain a consistent analytical approach when assessing and prioritizing tasks.
Adapt in a fast-paced, constantly changing environment.
About the team
At Amazon, we strive to be Earth's most customer-centric company. The AMXL Proactive Execution (APEx) team resolves complex customer problems associated with purchasing, delivering, and installing AMXL products such as large furniture and appliances.
This is a non-virtual, full-time, permanent position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica to be eligible
- High school or equivalent diploma
- 1+ years of customer service experience
- Knowledge of Microsoft Office applications (Excel, Word, SharePoint, and PowerPoint)
- Speak, write, and read fluently in English and French
- Experience with six sigma tools and Lean techniques
- Experience with project management
- Experience with AI/ML technologies
- Experience with Paragon/Station Command Center/OBLT/RCLP case and order management systems
Our inclusive culture empowers Amazonians to deliver the best results for our customers. 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The APEx Operations Specialist supports the operations team in delivering exceptional product and service experiences for AMXL orders.
This role is responsible for proactively identifying and resolving delivery defects, responding to escalations in a timely manner, and always working backwards from the customer. The role also requires direct outbound calls to customers to communicate solutions for identified delivery issues.
This position requires on site support 5/5 and it is located in SJO11.
Key job responsibilities
Take ownership of emerging issues that impact customers and business stakeholders, drive resolution, and recommend ways to prevent similar issues in the future.
Proactively monitor and resolve delivery defects for scheduled deliveries.
Provide timely, accurate, and professional customer service and contact resolution.
Contact customers via phone to communicate solutions and updates on delivery issues.
Demonstrate clear and polite written and oral communication skills in all interactions.
Effectively use internal dashboards to provide accurate responses and an exceptional customer experience for business partners.
Proactively escalate system and process issues, as well as customer feedback trends, to management.
Be the voice of the customer to challenge existing processes and advocate for an exceptional customer experience.
Identify root causes of recurring issues and propose process improvement recommendations.
Deliver results against defined quality and productivity metrics.
Collaborate effectively with cross-functional teams to drive resolution and improve operations.
Maintain a consistent analytical approach when assessing and prioritizing tasks.
Adapt in a fast-paced, constantly changing environment.
About the team
At Amazon, we strive to be Earth's most customer-centric company. The AMXL Proactive Execution (APEx) team resolves complex customer problems associated with purchasing, delivering, and installing AMXL products such as large furniture and appliances.
This is a non-virtual, full-time, permanent position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica to be eligible
- High school or equivalent diploma
- 1+ years of customer service experience
- Knowledge of Microsoft Office applications (Excel, Word, SharePoint, and PowerPoint)
- Speak, write, and read fluently in English and French
- Experience with six sigma tools and Lean techniques
- Experience with project management
- Experience with AI/ML technologies
- Experience with Paragon/Station Command Center/OBLT/RCLP case and order management systems
Our inclusive culture empowers Amazonians to deliver the best results for our customers. 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.