VAS Specialist

Are you customer obsessed, flexible, smart and analytical, strategic yet execution focused and passionate about e-commerce? Are you an experienced, entrepreneurial leader with a strong work ethic? If yes, this opportunity at Amazon Home Services will appeal to you. We are looking out for candidates for Catalog Assistant In this role, you will be responsible for working closely with Service Providers, Service category team and Operations to identify the gaps in fulfillment of a service provided to the customer and work with them to alleviate their acute/short-term issues. You will partner with program and product management team as well to identify long-term fulfillment features and programs to improve customer experience on the Amazon Home Services business in A.in.

Key job responsibilities Key job 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: The vision for VAS, India is to transform how India buys high-consideration products online by offering them value-adding services throughout the product life-cycle. VAS launched in Mar 2017 with appliance installations and mobile after sales support for devices bought on Amazon. Today, we are focused on building a 5* rated service at scale across service categories and cities. We aim to do this by leveraging skilled experts to support customers across product life-cycle to: (a) Make a new purchase decision [Pre-Purchase Service], (b) Get started with a newly bought product [Ready to Use Services], (c) Solve issues with a newly purchased product [Return Services], (d) Get continuous support during the life of the product [Repair Services], (e) Extract maximum end-of-life values of a used product [Recycle Services].