Operations Analyst
DESCRIPTION
Amazon is a fast paced, dynamic company with a focus on being the most customer-centric company in the world. Amazon offers services to retailers in India to sell on www.amazon.in and grow multi-channel commerce. Amazon is known across the globe as the most trusted company on the Internet. We are committed to delivering an exceptional customer experience.
Amazon Payments processes billions of secure on-line transactions via a number of payment mechanisms, including credit cards, convenience store payment, net-banking, digital cash, cash on delivery and electronic gift certificates. Amazon Payments owns and maintains the software platform which processes 20+ payment methods worldwide. Transactions are processed on behalf of thousands of merchants, including Amazon.in.
CERT within the payment operations team handle queries which require in-depth review and could not be resolved in the first instance by the customer service (CS) team. The escalations are raised via tickets (TT) / SIMs by the CS team to CERT which have to be resolved within defined SLA’S. These involve deep dive into multiple systems and collaborate with payment partners / business and product stakeholders to provide the resolution and enhance client experience.
The ideal candidate is a motivated self-starter that can work independently in a fast paced, ambiguous environment with limited supervision. He or she must be a fast learner, who can quickly absorb the nuances of Amazon's varied payment offerings as well as the behaviour of Amazon's internal systems. He or she will be analytical and data driven in decision making, with a demonstrated ability to drive issues to completion. The candidate must have superior verbal and written communication skills and be comfortable presenting issues to management.
Key job responsibilities
Ability to dive deep into a problem, perform ‘Root Cause Analysis’ and identify constraints to recommend a solution – on this, we will test the candidate’s ability to think logically through a given issue, structure their thoughts, identify the problem correctly and then recommend appropriate solutions
Ability to deal with ambiguity – use discretion and judgment to take decisions on critical business
Proficiency in SQL
Exposure to back office operations, escalation management and troubleshooting environments
Experience in managing high priority queues
BASIC QUALIFICATIONS
- Bachelor's degree
PREFERRED QUALIFICATIONS
- 1+ years of operations experience