VAS Specialist, Value Added Services
Amazon
About the Role
This opportunity at Amazon Home Services is for a VAS Specialist, Value Added Services. The role involves identifying gaps in service fulfillment, resolving short-term customer issues, and partnering with teams to identify long-term features that improve customer experience on the Amazon Home Services business in A.in.
Key Responsibilities
- Own end-to-end responsibility of providing 5-star Rated Ready to Use Service on platform through Amazon Managed Supply.
- Identify defects that lead to poor service experience for customers, design metrics to capture these defects, understand their relative importance, and establish prioritization based on customer impact.
- Root cause defects to understand underlying causes, and design inputs to address root causes for these defects.
- Based on insights into performance and relative prioritization of defects, publish a corrective action plan at the right frequency with service partners.
- Create a playbook for triggering different workflows that help dive & save customers, safeguard the next 7 days performance, and implement long-term fixes to avoid these defects in the future.
- Own success metrics for the program.
About The Team
Value Added Services (VAS), India focuses on transforming how India buys high-consideration products online by offering value-adding services throughout the product life-cycle. VAS launched in Mar 2017 with appliance installations and mobile after sales support. The team is focused on building a 5* rated service at scale across service categories and cities, leveraging skilled experts to support customers across the product life-cycle for pre-purchase decisions and getting started with newly bought products.
Requirements & Tech Stack
- Customer obsession
- Flexibility
- Analytical skills
- Strategic yet execution focused
- Passion for e-commerce
- Entrepreneurial leader
- Strong work ethic
- Sales experience
- Stakeholder or account management
Qualifications
- Bachelor's degree
- 1+ years of sales experience
- 1+ years of stakeholder or account management, OR 1+ years of professional work experience