Job Description :
Amazon seeks an ( Spanish/ Multi-lingual )Language Analyst with at least 2+ years BPO experience in a large customer-oriented corporate environment, to support our Disputes- Retail process.
This role will require for the successful candidate to:
· Manage a portfolio of customers and work to investigate/ resolve corporate customer disputes.
· Full cycle of account management of disputed items, including: research, analysis and account reconciliations.
· Calling customers and scheduling resolution sessions to understand the procure-to-pay cycles of our customers..
· Managing internal and external Accounts inquiries.
· 80% of the time will be involved in answering queries that are received from customers through inbound calls or emails.
· Investigate to resolve issues sent by the customer via email.
· Analyze trends and suggest process improvements.
· Meet the set KRAs.
· Perform other projects and duties as required.
· Communicate results to business leaders with Finance, Accounting, Operations and Business Development teams.
Working Conditions:
· Normal Office Environment.
· Report daily to the Pasay office; temporarily on WFH set-up.
· This role will primarily be on mid shift, but may be requested to work on shifting schedules including night shift.
· Work during Holidays, may be required by the business.
· Might be asked to render overtime on critical and peak periods.
Basic Qualifications :
· Minimum of 2 years graduate certificate.
· Amicable to taking Inbound calls and if necessary work overtime.
· Proficient in the Spanish language.
· For non native speakers - he/she must hold relevant certification in the language that is required to be used as a mode of communication with the customers. Or equivalent experience in using the language in a day to day manner.
· For native speakers - he/ she will be required to go through English assessment test during the interview process.
· Proficient in Microsoft Excel and Word.
· Flexible to work in shifting schedule.
· Exemplifies traits of being a Team player , has good interpersonal skills, hardworking, adaptable and detail oriented.
· Can work under pressure and with deadlines.
· Excellent verbal and written communication skills, with a strong customer service focus.
· Has the ability to prioritize, multi-task and work with minimal supervision.
· A person who is open to work with diverse teams with different cultures on an global team.
Preferred Qualifications :
· Preferably with a Bachelors/Masters Degree in Finance/Accounting as Major Subject.
· Prior experience of at least 2 years in a similar role in collections or even contact management role in a BPO industry catering to customer needs.
· Preferably with Accounts receivable or cash application experience.
· A desire to take responsibility and ownership for projects from day one.
· A drive for continuous learning and self-development.
· A person who is self-motivated and driven.
· Fluency of other European language/s is an advantage.
