Billing & Payments Support Specialist, Amazon Shipping

Description

The role is based in London.

Are you interested in creating the future of e-com shipping? Do you want to be a part of team building the next $1bn initiative? Our team is changing the way we interact with customers around the globe and building a new, emerging business in shipping to solve some of the biggest logistical opportunities facing not just Amazon, but the entire industry.

Amazon Shipping is looking for a driven, results orientated and customer obsessed Billing & Payments Support Specialist to provide unparalleled support to external shippers and internal stakeholders. You will deal with complex and ambiguous customer queries and escalations that require thorough understanding of the business, its processes and its customers.

By leveraging your visibility over shippers’ papercuts, you will not only help the organization keep the pulse on shippers’ sentiment, but you will also inform Product and Tech agendas by voicing most recurrent customer concerns. We are looking for experienced individuals who have knowledge of working in close contact with customers and that can handle both inbound and outbound communication channels.

Key job responsibilities

• Responsible for managing shippers Billing, Payments & Credit related inquires.

• Work cross-functionally across the organization, in a highly complex area with multiple stakeholders, partnering with Customer Support, FinOps and Commercial to enforce SOPs & support day to day tasks.

• Work as a Billing & Payments escalation subject matter expert. Handling escalations on refunds, and processing refunds based on the SOP.

• Be a customer advocate, able to deal with shipper escalations ensuring to resolve their issues with empathy.

• Proactively identifying bottlenecks or blockers in the Billing & Payments processes, using data to justify impact, and communicating these to the Program and Product teams to drive process improvement.

Basic Qualifications

• Experience with Microsoft Office products and applications

• Strong organizational skills, ability to work well in a fast-paced environment and multi-task in a high-energy environment.

• Proven ability to work with cross-functional teams.

• Always does what is right for the customer – Relentlessly customer focused.

• Ability to work independently and show sound judgment in ambiguous situations

• Creative and analytical problem solver with a passion to provide excellent customer service

Preferred Qualifications

• Previous experience in Finance or Accounting

• Advanced proficiency of MS Office Suite and CRM (e.g. Salesforce.com).

• Advanced proficiency with SQL and Excel

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

• Experience leading process improvements

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/content/en/how-we-hire/accommodations.