AHS Compliance Specialist

Key Responsibilities

• Support Selling Partners to resolve account health issues via phone and email, managing high volumes of inbound and outbound contacts with effective education, de-escalation, and communication.
• Conduct thorough investigations to identify root causes of account health issues, including policy violations, enforcement actions, and appeals.
• Provide clear, accurate solutions and redirect difficult conversations with empathy and professionalism.
• Serve as a dedicated contact for Sellers throughout their compliance journey, executing structured outreach plans including proactive contacts, follow-ups, and pre-enforcement outreach across applicable legislations.
• Document all interactions according to standard operating procedures, managing cases through centralized mechanisms.
• Collaborate with internal stakeholders, identify process improvements, and flag policy gaps.
• Consistently achieve productivity and quality performance goals in a metric-driven environment.
• Guide Selling Partners through their compliance journey.
• Resolve account health issues, conduct investigations into policy violations, and execute proactive outreach to help Sellers maintain and regain compliant status across Amazon policies and EU regulations.
• Support Sellers through account health issues, enforcement actions, and compliance journeys depending on role specialization, working across voice and written channels.

Requirements & Tech Stack

• Ability to follow standard operating procedures (SOPs) and detailed documentation.
• Experience using computer-based tools and systems to process or track work.

Qualifications

• Bachelor's degree in any field of study.
• Speak, write, and read fluently in English and Dutch (B2 or above).
• Clear and concise written and verbal communication skills in English.
• Experience working in a fast-paced, quickly changing or international environment.
• Excellent verbal and written communication skills, inspiring confidence while guiding customers through resolution steps via phone and email.
• Demonstrated empathy and active listening skills.
• Prior Contact Center experience.
• Ability to deliver performance in a metric-driven environment with high productivity and quality standards.
• Multitasking ability: handling phone, chat, and email contacts simultaneously.
• Ability to troubleshoot, research, and translate technical or procedural instructions into clear guidance for customers.
• Enthusiastic, self-motivated, and willing to learn new skills.
• Demonstrated ability to identify and drive process improvements.