Amazon

Sells products online and rents cloud computing

AHS Specialist - English & German

Customer SupportConfirmed live in the last 24 hours

Full-timeHyderabad, Telangana, IndiaNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in any field of study is required.
Speak, write, and read fluently in English and German at B2 level or above.
Ability to follow standard operating procedures and detailed documentation.
Clear and concise written and verbal communication skills in English.
Experience using computer-based tools and systems to process or track work.

Responsibilities

Support Selling Partners in resolving account health issues via phone and email, managing high volumes of inbound and outbound contacts with effective education, de-escalation, and communication.
Conduct thorough investigations to identify root causes of account health issues, including policy violations, enforcement actions, and appeals, providing clear and accurate solutions and redirecting difficult conversations with empathy and professionalism.
Serve as a dedicated contact for Sellers throughout their compliance journey, executing structured outreach plans including proactive contacts, follow-ups, and pre-enforcement outreach across applicable legislation.
Document all interactions according to standard operating procedures and manage cases through centralized mechanisms to ensure visibility, consistency, audit readiness, and high data integrity.
Collaborate with internal stakeholders, identify process improvements, flag policy gaps, and achieve productivity and quality performance goals in a metric-driven environment.
Guide Amazon Selling Partners through their compliance journey, resolve account health issues, investigate policy violations, and conduct proactive outreach to help Sellers maintain or regain compliant status across Amazon policies and EU regulations, including product compliance, sustainability, and general product safety (GPSR).
Support Sellers through account health issues, enforcement actions, and compliance journeys across voice and written channels, depending on role specialization.

Desired Qualifications

Experience working in a fast-paced, quickly changing, or international environment.
Verbal and written communication skills for guiding customers through resolution steps via phone and email.
Empathy and active listening skills.
Prior contact center experience.
Ability to perform in a metric-driven environment with high productivity and quality standards.
Ability to handle phone, chat, and email contacts simultaneously.
Ability to troubleshoot, research, and translate technical or procedural instructions into clear customer guidance.
Willingness to learn new skills.
Ability to identify and drive process improvements.

Description

The Account Health Support team acts as the primary interface between Amazon and our third-party business partners (Sellers). We provide dedicated support to Sellers on the Amazon platform, predicting their needs proactively and delivering solutions that help them better serve customers.

Key job responsibilities
•You will support Selling Partners to resolve account health issues via phone and email, managing high volumes of inbound and outbound contacts with effective education, de-escalation and communication in every interaction.
•You will conduct thorough investigations to identify root causes of account health issues, including policy violations, enforcement actions, and appeals — providing clear, accurate solutions and redirecting difficult conversations with empathy and professionalism.
•You will serve as a dedicated contact for Sellers throughout their compliance journey, executing structured outreach plans including proactive contacts, follow-ups, and pre-enforcement outreach across applicable legislations.
•You will document all interactions according to standard operating procedures, managing cases through centralized mechanisms to ensure visibility, consistency, audit readiness, and high data integrity.
• You will collaborate with internal stakeholders, identify process improvements, flag policy gaps, and consistently achieve productivity and quality performance goals in a metric-driven environment

A day in the life
As an Account Health Support Specialist, you will serve as a dedicated point of contact for Amazon's Selling Partners, guiding them through their compliance journey. You will resolve account health issues, conduct investigations into policy violations, and execute proactive outreach to help Sellers maintain and regain compliant status across Amazon policies and EU regulations — including product compliance, sustainability, and general product safety (GPSR). AHS Specialists work across voice and written channels, supporting Sellers through account health issues, enforcement actions, and compliance journeys depending on role specialization.

Basic Qualifications

- Bachelor's degree in any field of study
- Speak, write, and read fluently in English and German (B2 or above)
- Ability to follow standard operating procedures (SOPs) and detailed documentation
- Clear and concise written and verbal communication skills in English
- Experience using computer-based tools and systems to process or track work

Preferred Qualifications

- Experience working in a fast paced, quickly changing or international environment
- Excellent verbal and written communication skills, inspiring confidence while guiding customers through resolution steps via phone and email
- Demonstrated empathy and active listening skills
- Prior Contact Center experience
- Ability to deliver performance in a metric-driven environment with high productivity and quality standards
- Multitasking ability: handling phone, chat, and email contacts simultaneously
- Ability to troubleshoot, research, and translate technical or procedural instructions into clear guidance for customers
- Enthusiastic, self-motivated, and willing to learn new skills
- Demonstrated ability to identify and drive process improvements

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

About the Company

Amazon

Sells products online and rents cloud computing

Amazon runs the largest online store in the United States and rents cloud computing to businesses and governments through Amazon Web Services. AWS pioneered renting computing power over the internet, and Amazon built its own delivery network to get orders to customers quickly. Shoppers buy from Amazon and from independent sellers on its store, and Prime members pay a subscription for fast free shipping, streaming video and music, and other perks. AWS rents out computing power, storage, databases, and AI tools so companies can run software without owning servers, and Amazon also makes Kindle e-readers and Echo speakers with the Alexa assistant. Jeff Bezos founded Amazon in 1994, and it is based in Seattle, Washington.

Company size: 10,001+
Company stage: IPO
Headquarters: Seattle, WA
Founded: 1994

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