Key job responsibilities

• Communicate effectively via live video call with our customer base third party sellers who want to sell on Amazon in its various marketplaces.
• Review the seller’s identity details (information & documents) over a live video call
• Verify ownership of the documents submitted by sellers
• Assess legitimacy of documents by reviewing online copy of documents
• Reduce avoidable friction for legitimate sellers and keep updated on Standard Operating Procedures (SOPs) and other policies
• Serve as Amazon ambassador and offer live assistance to sellers during identity verification and help them complete the verification process
• Provide exceptionally strong customer service skills via live video call
• Maintain composure during the live video call as representative of the Amazon brand
• Flexibility to be trained for additional business-related skills and/or work types
• Flexibility with working hours and work Saturdays or Sundays as part of your normal 5 day shift.
• Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends.
• Consistently achieve/exceed weekly productivity and quality standards.
• Participate in ad hoc projects/assignments as necessary

Basic qualifications

• Proficient in Urdu & English (speaking, reading and writing) with an ability to compose grammatically correct, concise and accurate verbal and written responses
• Ability to pronounce standard Urdu & English words and speak with clarity
• Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers.
• Intermediate skill with Microsoft Office including Outlook, Word and Excel
• Team player – capable of learning and sharing knowledge in global team environment.
• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.

Preferred qualifications

• Previous work experience in a customer service / retail environment supporting Urdu & English-speaking customers.
• Knowledge of or experience in a fraud/risk management environment preferred but not essential.
• Experience in insurance, finance, data analysis, research, translation or training with Urdu & English as the language is a distinct advantage.
• Excellent problem-solving skills.
• Self-disciplined, diligent, proactive and detail oriented.
• Strong organizational skills.
• Passionate commitment to Amazon's emergence as the world's most customer-centric company.
• Positive, results oriented attitude.