AHS Specialist

About the Role

The Account Health Support team is the primary interface between Amazon and its third-party business partners (Sellers). The team provides dedicated support to Sellers on the Amazon platform, proactively predicting their needs and delivering solutions to help them better serve customers.

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, providing clear, accurate solutions and redirecting 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 (SOPs), managing cases through centralized mechanisms to ensure visibility, consistency, audit readiness, and high data integrity.
• Collaborate with internal stakeholders, identify process improvements, flag policy gaps, and consistently achieve productivity and quality performance goals in a metric-driven environment.
• Guide Amazon's Selling Partners through their compliance journey, resolving account health issues, conducting investigations into policy violations, and executing proactive outreach to help Sellers maintain and regain compliant status across Amazon policies and EU regulations (including product compliance, sustainability, and general product safety - GPSR).
• Support Sellers through account health issues, enforcement actions, and compliance journeys across voice and written channels.

Requirements & Tech Stack

• Speak, write, and read fluently in English and Turkish.
• Bachelor's degree in any discipline.
• Ability to follow standard operating procedures (SOPs) and detailed documentation.
• Clear and concise written and verbal communication skills in English.
• Experience using computer-based tools and systems to process or track work.

Qualifications

• 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.
• Comfortable working in a fast-paced, high-volume environment with the ability to adapt to change effectively.
• 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.