Amazon

SEPO Investigation Spclst I, ResQ

Posted On

May 12, 2025

Location

Bangalore, Karnataka

Experience Level

Freshers/Experienced

Job Type

Fulfillment & Operations Management

Apply By

June 10, 2025

Job Description

Investigation Spclst I are expert communicators and problem solvers obsessed with Customer success. They have a passion for proficiency, and efficiently navigate formal and informal channels to advocate on the Customer’s behalf. They take full ownership of their functional issues and offer high quality solutions and they are the champion for proactive improvements. The Sr. Investigation Specialists are technically competent, self-motivated individuals with the objective to deliver sustainable results that improve the customer experience. Ideal applicants will have experience in ResQ investigations. All candidates must be capable of succeeding in a fast-paced team environment with minimal supervision. The position relies on excellent judgment to plan and accomplish goals and will work under very limited supervision of the Manager. Excellent individual problem-solving and analytical skills are used to authenticate customers and complex transactions and accounts.

Key job responsibilities
1. Demonstrate flexibility to work within different queues, with increased complexity or specialization based on current business needs
2. Provide support as and when required for overtime, deep dives, mentoring new batches, Kaizen, escalations and cross training
3. Ensure compliance with procedures and SLAs while achieving quality and performance metrics (Meet or exceed all Goals). Work on the Core queues and willing to switch between different functions as per business requirement.
4. Continuously monitor all queues for both new and resolved items identifying where any misses may have occurred.
5. Work on projects that design/improve tools or processes by testing and/or develops recommendations for management
6. Communicate effectively both in verbal and written form on all investigative matters
7. Execute key team priorities and assists teammates with execution
8. Support new hires or focus group investigators in the team to help them meet require performance standards1. Minimum 18 months of Investigations experience (FTC + FTE time combined)
2. Strong written and verbal communication skills including the ability to comfortably engage with internal and external customers
3. Leverages team knowledge across several specialty areas to help resolve recurring customer issues
4. Demonstrates the ability to self-manage on priority tasks and objectives
5. Have the ability to research complex use cases that involves multiple customer contacts, determining the root cause(s) for the issue and ability to track resolution of process improvement initiatives owned by other teams as a result of your proposals
6. Fast learner who seeks out and generously shares best practices

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