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Amazon Customer Excellence Specialist

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Philippines

Offer summary

Qualifications:

Experience in Customer Excellence or Support, Strong communication skills, especially in English, Understanding of CRM systems, preferably HubSpot, Analytical mindset with technical aptitude, Organized and detail-oriented.

Key responsabilities:

Identify customer needs and provide solutions
Empathize with customers and prioritize their issues
Resolve challenging customer issues and provide follow-ups
Conduct live demos and gather customer feedback
Educate customers throughout their lifecycle

MultiplyMii

201 - 500 Employees

See more MultiplyMii offers

Job description

What Are We Looking For

Multiplymii is in search of a Customer Success/Excellence Specialist who will be working with our client based in Las Vegas, Nevada.

Our client developed the first Game Theory Repricer for Amazon sellers. They help Amazon sellers maximize profit and scale their business by developing a leading AI algorithmic repricer, combined with strong seller analytics. In this role, you will be responsible for solving problems, fielding customer questions and complaints, and ensuring that their customers have an effortless experience every time.

In this role, you'll be the voice of the company, guiding customers through their journey with the tool. You'll be a problem-solver, a product expert, and a trusted advisor, ensuring every customer interaction is effortless and positive. This role requires a unique blend of analytical thinking, technical aptitude, and genuine customer empathy. If you're naturally inquisitive, enjoy connecting with people, and have a knack for explaining complex topics in a clear and engaging way, we encourage you to apply!

This role is 100% work from home.

In This Role, You Will

Identify customer needs and provide appropriate solutions through different mediums like email or phone call
Empathize with and prioritize customer needs
Maintaining a focus on the customer issue in a fast-paced environment
Demonstrates conflict resolution, negotiation, and de-escalation skills
Demonstrates ownership to resolve challenging customer issues, escalating when necessary
Approaching problems logically and rationally
Maintain composure in highly escalated situations
Diligently follow up using reminders to ensure that all issues are resolved in a timely manner.
Share feature requests and effective workarounds with team members
Gather customer feedback and share it with our Product, Sales, and Marketing teams
Conduct live demos which include doing research on prospects and compiling all knowledge in CRM
Educate customers, working with them through the end-to-end customer lifecycle

About You

Core qualifications:

Experience in Customer Excellence or Customer Support
Ability to quickly grasp new technologies and complex concepts
Exceptional ability to communicate complex ideas clearly and concisely, making them easily understandable
Understands how CRM systems works, preferably HubSpot
Strong ability to Identify customer questions, concerns, and overall needs
Experience in addressing customer complaints in a compassionate and patient manner
Someone who can deal with stressful situations and calm down an irate customer
Follow company communication procedures, policies, and guidelines at all times
Fluent in English both written and oral - understanding of US customers is key
Highly organized with a clear attention to detail

Personal Attributes

Inquisitive and Curious: You're eager to learn and understand customer needs, proactively seeking information to provide the best possible support.
Customer-centric: You genuinely care about customer success and go the extra mile to ensure their satisfaction.
Sales-minded: You can effectively communicate and enthusiastically guide potential customers.
Composed, resilient, and quick on your feet: You can handle challenging situations with grace and maintain professionalism under pressure.
Team player: You thrive in a collaborative environment and actively contribute to team goals.
Independent learner, someone who can do independent research to resolve issues

Advantageous

Amazon selling experience or knowledge
Hands-on experience with Amazon repricer tools (e.g Bqool, Sellery) is an advantage

Why MultiplyMii

MultiplyMii, a premium recruitment & HR services company is growing FAST and we are currently hiring an exceptional Customer Excellence Specialist who desires to be part of an exciting organization that rewards and values its team members.

One clear benefit for you beyond the long list at the bottom is that MultiplyMii will be there to hold your hand every step of the way, providing you and the client on-boarding, supporting your unique needs, handling any challenges that might come up in your work environment. We are here to give you (and our client) every opportunity to get it right and nurture this relationship.