Ready to make an impact in the world and do what you were born to do?
We know that you have dreams, goals, and passions that set your soul on fire. You are on this earth for a reason.
At Hadley Designs, we make filling customers’ lives with beautiful and inspiring things easy. With hundreds of products to choose from, we help our customers create a beautiful and inspiring environment to help them become their best selves.
That’s where you come in as our Amazon VA.
Come help us achieve the next pinnacle in our growth plan!
What does success look like?
As an Amazon VA, you will play a crucial role in providing world-class customer service to Amazon customers. Your responsibilities will include addressing customer inquiries, resolving issues, and ensuring a positive shopping experience for all customers.
You will also be responsible for maintaining and improving the account health of Amazon sellers, resolving disputes, answering inquiries, and delivering solutions that enhance the seller experience on the platform.
Success in this role is defined by your ability to deliver outstanding customer experience by ensuring timely responses and efficient issue resolution. You are not only responsive but also proactive in anticipating and addressing customer needs. You have a deep understanding of Amazon's products and policies and use that knowledge to create a seamless and enjoyable customer experience.
In addition, you proactively address and resolve seller account issues, ensuring that Hadley Designs have a positive selling experience on Amazon.
ONE THING: Ability to go above and beyond to create delight for Amazon customers, ensuring they have a positive experience and leave satisfied.
Primary Objectives 20% BIG ROCKS – These must be done first and at all costs.
- Monitor, analyze, and manage the account health of Amazon sellers to identify and mitigate potential issues. This includes tracking metrics like Order Defect Rate (ODR), Late Shipment Rate (LSR), and valid tracking rate.
- Provide timely and effective customer service to Amazon sellers via phone, email, chat, or other communication channels. Address concerns, resolve disputes, and offer assistance with account-related inquiries.
- Investigate and resolve seller account issues, such as product listing problems, account suspensions, and order disputes. Collaborate with internal teams to find optimal solutions for sellers.
Regular Work Activities 80% – These must be done ongoing daily/weekly after the BIG ROCKS are complete.
- Respond to seller inquiries and issues in a timely and professional manner.
- Conduct account health assessments and provide recommendations for improvement.
- Collaborate with internal teams, such as Seller Performance and Seller Policy teams, to resolve complex issues.
- Keep updated on Amazon's policies and procedures to ensure accurate guidance to sellers.
- Document all interactions and maintain accurate records of seller accounts and case
- back.
- Respond to customer inquiries via phone, email, chat, or other communication channels promptly and professionally.
- Resolve customer issues, such as order problems, product inquiries, and account-related concerns, to the satisfaction of the customer.
- Develop and maintain in-depth knowledge of Amazon's products, services, and policies to assist customers effectively.
- Gather and document customer feedback and insights to help improve Amazon's services and customer experience.
Key Skills:
- Excellent verbal and written communication skills.
- Strong interpersonal skills, including empathy and active listening.
- Problem-solving and critical-thinking abilities.
- Ability to work well under pressure and handle difficult customer interactions with composure.
- Proficiency in navigating computer systems and learning new software and tools.
- Adaptability to changes in policies, procedures, and technology.
- Strong time management and organizational skills.
- Attention to detail and accuracy in providing information and resolving issues.
- Willingness to work in a fast-paced and dynamic customer service environment.
Role Requirements
Previous customer service experience is preferred but not always required.
- Familiarity with Amazon's products, services, and policies is advantageous.
- English proficiency
- Work from home'
- Flexible Work Schedule
- Company Programs and Initiatives
- Paid Trainings
- Paid Vacation Leaves
