Support Operations Specialist - German

Amazon; Murcia; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading global company is seeking a Support Operations Specialist for their team. This role involves analyzing vendor chargeback disputes and ensuring accurate processing of claims. Candidates must possess customer service experience and be proficient in both English and German. This is a full-time, non-remote position based in Costa Rica, offering a competitive salary range. Join us to enhance our operational efficiency and support our vendors.

Formación

• Must have at least 12 months of customer service experience.
• Strong English and German communication skills are required.

Responsabilidades

• Analyze and investigate vendor chargeback disputes.
• Ensure correct processing of disputes.
• Identify improvement opportunities for internal processes.

Conocimientos

Customer service experience

Intermediate / advanced English proficiency (B2 or higher)

Intermediate / advanced German proficiency (B2 or higher)

Educación

Completed High-school diploma

University bachelor’s degree in process or concluded

Descripción del empleo

This is a non-remote, in-person, full-time back-office 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.

About the role

The Vendor Chargeback Dispute Management (VCDM) team in Costa Rica is looking for back-office, full-time, seasonal Support Operations Specialist. Our organization belongs to the Defect Prevention and Reconciliation (DP&R) team under NASCO (North America Supply Chain Operations). We also support programs across regions such as Europe and México. The Vendor Chargeback Dispute Management team (VCDM) is a centralized unit located in SJO - Costa Rica. It works as part of the Inbound Business chargeback program and is 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 part of the team’s additional responsibilities to ensure each charge-back is applied correctly with a low error rate, translating to a low dispute rate.

Key job responsibilities

• To occasionally meet with our Amazon vendors, stakeholders and customers via remote meetings and / or calls.
• Execute the end-to-end processes and tools related to the daily investigation tasks.
• Analysis and investigation of vendor chargeback disputes.
• Ensure that these have been responded to and processed correctly.
• Seek to improve our internal processes to reduce and optimize the flow of chargebacks.
• Participate in the process of education for our vendors.
• Identify issues and proactively seek solutions.
• Actively look for areas of opportunity for improvement of SOPs (Standard Operating Procedures) and internal documentation.

About the team

Prior applying, please consider the following information about the role :

• This is not a remote position. Selected candidates will be required to work from our SJO19 building, located in the America Free Zone (AFZ), Cariari, Heredia.
• Training Schedule: Mon-Fri 06:00 to 15:00.
• Only Production Schedule Available: Mon-Fri, 6:00 to 15:00.
• Compensation range: Between CRC 700,000 and CRC 750,000 before tax deduction.
• Night and “graveyard” shifts are not available at this time.

Basic Qualifications

• Completed High-school diploma.
• 12+ months of customer service experience.
• Intermediate / advanced English Proficiency (B2 or higher).
• Intermediate / advanced German Proficiency (B2 or higher).

Preferred Qualifications

• University bachelor’s degree in process or concluded.

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