Amazon Support Services Costa Rica SRL
Customer Service, Investigation, customer trust and partner support
SupportOpsSpecialistFR,SourcingPerformanceOperations(SPO)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Support Ops Specialist FR, Sourcing Performance Operations (SPO) at Amazon Support Services Costa Rica SRL. Skills: Process improvement, Dispute resolution. Analyze and investigate vendor chargeback disputes. Ensure chargebacks are responded and processed correctly”
What You'll Achieve.
Low error rate; Low dispute rate
Industry & Context.
Identify issues; Proactively seek for solutions
What They're Looking For.
Must Have
2+ years of experience in corporate/customer service roles, Experience in peer coaching, mentoring, and/or training, Intermediate/advanced French Proficiency (B2 or higher), Located and legally authorized to work in Costa Rica
Nice to Have
University Bachelor's degree in process or complete
What You'll Do.
Analyze and investigate vendor chargeback disputes
Ensure chargebacks are responded and processed correctly
Improve internal processes to reduce and optimize chargebacks
Participate in education for vendors
Identify issues and proactively seek solutions
Look for areas of improvement for SOPs and
Execute end to end processes and tools for
Perform custom investigation process for each vendor using
Ensure charge-back is applied correctly with low error
How You'll Work.
Team & Collaboration
Meet with Amazon vendors; Meet with stakeholders; Meet with customers
Full Job Description
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. The Vendor Chargeback Dispute Management (VCDM) team in Costa Rica is looking for back-office, full-time, Support Operations Specialist. The Sourcing Performance Operations (SPO) team provides world-class support to our stakeholders and global Vendor/Sellers, and we are looking for a Support Ops Specialists to join our team. In addition, we also support programs across different regions such as Europe and México. The Vendor Chargeback Dispute Management team(VCDM) is a centralized unit currently located in SJO - Costa Rica. It works as a part of the Inbound Business chargeback program and it's directly 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 also part of the team additional roles where we ensure that each charge-back is being applied correctly with a low error rate which eventually will translate in 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 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 for solutions. - Actively look for areas of opportunity for improvement of SOPs (Standard Operation Procedures) and intern
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