Support Operations Specialist

7 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Amazon Full time

This is a non-remote, full-time, seasonal (11 months), hourly position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.

The Vendor Chargeback Dispute Management (VCDM) team in Costa Rica is looking for a back-office, full-time, seasonal, hourly Support Operations Specialist.

Our organization belongs to the Defect Prevention and Reconciliation (DP&R) team under NASCO (North America Supply Chain Operations). In addition, we also support programs across different regions such as Europe and Mexico.

The Vendor Chargeback Dispute Management team (VCDM) is a centralized unit currently located in SJO - Costa Rica. It works as a part of the Inbound Business chargeback program and is directly aligned with the VCDM team policies.

Current team responsibilities are to analyze and investigate vendor charge-back disputes and ensure that these have been applied correctly; a custom investigation process is performed for each vendor using their provided evidence against each claim.

Charge-back audits are also part of the team's additional roles where we ensure that each charge-back is being applied correctly with a low error rate which eventually will translate into a low dispute rate.

Key Job Responsibilities

Responsibilities include but are not limited to:

  1. Occasionally meet with our Amazon vendors, stakeholders, and customers via virtual meetings and/or calls.
  2. Execute the end-to-end processes and tools related to the daily investigation tasks.
  3. Analyze and investigate vendor chargeback disputes.
  4. Ensure that these have been responded to and processed correctly.
  5. Seek to improve our internal processes to reduce and optimize the flow of chargebacks.
  6. Participate in the process of education for our vendors.
  7. Identify issues and proactively seek solutions.
  8. Actively look for areas of opportunity for improvement of SOPs (Standard Operating Procedures) and internal documentation.
BASIC QUALIFICATIONS

- 6+ months of customer service experience
- Speak, write, and read fluently in English
- High School diploma

PREFERRED QUALIFICATIONS

- Experience with Microsoft Office products and applications
- University Bachelor's degree concluded.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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.

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