Key job responsibilities
- Running investigations and manual research on return requests related to losses occurred during FBA processes following SOPs to determine an accurate seller-facing decision.
- Leveraging appropriate operational tools to deep dive and demonstrating expertise in handling end-to-end processes and related tools.
- Communicating effectively internally with respective teams and externally with seller sharing the outcomes of the investigations (email/ticketing only, no phones, in EU5 languages).
- Analyzing data and then applying critical thinking to make judgment
- Escalating when actions needed deviate from defined SOPs.
- May identify process improvement opportunities (enhancements and pain points) at process/ function level.
- May be involved in testing new tools/processes and recommending improvements.
- Success is determined by achieving productivity, quality, accuracy, and utilization metrics.

BASIC QUALIFICATIONS

• Experience with Microsoft Office, including Outlook, Word, and Excel
• Fluent English in written and verbal
• Exceptional analytical and data gathering skills
• Excellent communication and comprehension skills

PREFERRED QUALIFICATIONS

• Fluent English with at least another European language is required (German, French, Italian, Spanish)
• Bachelor’s Degree.
• Experience in a production environment and proven track record of achieving productivity and quality targets.
• Previous experience in a contact center environment.
• Experience in problem solving, including the ability to recognize non-obvious patterns.
• Experience in prioritizing multiple tasks of competing priority with the ability to meet deadlines.
• A strong attention to detail and the ability to work independently in a fast-paced and rapidly changing environment.
• Demonstrated positive, results oriented attitude.
• Excellent team player capable of learning and sharing knowledge in a team environment.