Billing & Payments Support Specialist, Amazon Shipping

The role is based in London.

Are you interested in creating the future of e-com shipping? Do you want to be a part of team building the next $1bn initiative? Our team is changing the way we interact with customers around the globe and building a new, emerging business in shipping to solve some of the biggest logistical opportunities facing not just Amazon, but the entire industry.

Amazon Shipping is looking for a driven, results orientated and customer obsessed Billing & Payments Support Specialist to provide unparalleled support to external shippers and internal stakeholders. You will deal with complex and ambiguous customer queries and escalations that require thorough understanding of the business, its processes and its customers.

By leveraging your visibility over shippers' papercuts, you will not only help the organization keep the pulse on shippers' sentiment, but you will also inform Product and Tech agendas by voicing most recurrent customer concerns. We are looking for experienced individuals who have knowledge of working in close contact with customers and that can handle both inbound and outbound communication channels.

Key job responsibilities

• Responsible for managing shippers Billing, Payments & Credit related inquires.



• Work cross-functionally across the organization, in a highly complex area with multiple stakeholders, partnering with Customer Support, FinOps and Commercial to enforce SOPs & support day to day tasks.



• Work as a Billing & Payments escalation subject matter expert. Handling escalations on refunds, and processing refunds based on the SOP.



• Be a customer advocate, able to deal with shipper escalations ensuring to resolve their issues with empathy.



• Proactively identifying bottlenecks or blockers in the Billing & Payments processes, using data to justify impact, and communicating these to the Program and Product teams to drive process improvement.
  
  Experience with Microsoft Office products and applications


• Strong organizational skills, ability to work well in a fast-paced environment and multi-task in a high-energy environment.


• Proven ability to work with cross-functional teams.


• Always does what is right for the customer - Relentlessly customer focused.


• Ability to work independently and show sound judgment in ambiguous situations


• Creative and analytical problem solver with a passion to provide excellent customer service, Previous experience in Finance or Accounting


• Advanced proficiency of MS Office Suite and CRM (e.g. Salesforce.com).


• Advanced proficiency with SQL and Excel


• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization


• Experience leading process improvements
  
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