Customer Support Sr., Veeqo

ENGINEERINGUK; Swansea; On-site; GBP 20,000 - 30,000; Full time

Job description

DESCRIPTION

Veeqo is a multi-channel shipping software built to simplify fast-growth e-commerce. Acquired by Amazon in 2021, Veeqo helps sellers cut shipping costs while increasing the speed of fulfilling customer orders. Selected candidate(s) as Seller Support Associates will serve as the first-line support partners to act as the primary interface for our Veeqo customers, providing phone, email and live chat support.

Our team in Swansea will be responsible for providing timely and accurate operational support to customers on our internal platform, offering a first class customer experience in all interactions. A First Line Support Agent will also identify chronic system issues, provide process improvements and recommendations, develop internal documentation, and contribute to a team environment.

The Sr. First Line Support Agent demonstrates end-to-end ownership of every seller interaction and handles proactive problem solving to provide exceptional support to our customers. Able to deal with pressure and satisfy customer concerns or frustration even in the most challenging of environments, our first line support can diffuse complex situations, ensuring customer satisfaction.

The successful candidate will work a five-day shift pattern running from Saturday through Wednesday, with Thursday and Friday as rest days. This regular weekend coverage is an essential part of the role, ensuring continuous service delivery across our operations.

Key job responsibilities
As part of your role, you will have the opportunity to:

1. Support Veeqo's Selling Partner's to solve any incoming issues via 3 channels of communication (Phone, Email & Chat).
2. Manage high volumes of inbound and outbound calls, emails and chats in a timely manner.
3. Identify customers' needs, clarify information, research every issue and providing solutions.
4. Exemplify Amazons Leadership Principle for Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact.
5. Build sustainable relationships and engaging customers by going the extra mile.
6. Oversee and achieve various productivity and quality targets and metrics.
7. Collaborate with various internal stakeholders and teams.
8. Troubleshoot and provide product guidance and support to all Veeqo Sellers and Vendors.
9. Attend and conduct regular training sessions, learn product details and key selling points of products and technologies.
10. Any other duties and special projects as directed by management in keeping with the employee's skills and experience.

A day in the life
Each day begins with a team huddle 30 minutes into the shift, creating a collaborative space where team members share updates, seek peer support on complex cases, and receive important announcements from management. The workday is strategically structured to balance dedicated ticket-handling time with project work, allowing team members to contribute to key initiatives such as trend analysis, process documentation, and training development - ensuring both immediate customer support and long-term service improvements.

BASIC QUALIFICATIONS

1. Advanced proficiency in local language in both written and verbal communication.
2. Previous experience in a customer service environment.
3. Relevant experience working with data analytics and using these metrics to identify problems.
4. Excellent listening skills; able to demonstrate empathy and willingness to help.
5. Able to troubleshoot, research and effectively translate technical and procedural instructions to customers in a way they can understand.
6. Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment.

PREFERRED QUALIFICATIONS

1. Business acumen in areas of e-commerce and retail is advantageous.
2. 2 or more years experience within a customer service/contact centre environment would be an advantage.
3. Ability to work against and deliver performance in metric driven environment with high productivity and quality standards.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.