Investigation Specialist

Description

The Customer Trust team designs and implements policies, tools and process innovations to protect customers. In Customer Trust, we conduct deep dive reviews of potential abuse, manage customer performance, and support operational compliance functions.

The ideal candidate should be passionate about helping us ensure that customers may make trusted purchasing decisions, and sellers are able to successfully list and sell their products. Investigation decisions are not only fundamental to helping protect customers and sellers but will help maintain the health of the AbeBooks product listings ecosystem. Investigation Specialists demonstrate analytical and quantitative skills to use data and metrics to perform investigations. They communicate suspicious account activity and new fraud patterns to stakeholders and take appropriate actions to identify and minimize the risks posed by fraud patterns. Investigation Specialists work closely with the Customer Support team to address customer questions and concerns regarding ongoing investigations and compliance initiatives.

Key job responsibilities

• Investigate suspicious activity and behaviour that could pose a risk to AbeBooks, our customers, or sellers.
• Use a combination of manual and automated tools to gather data and conduct ad-hoc investigations.
• Provide prompt and efficient responses to AbeBooks customers and sellers by email and phone.
• Ensure compliance with procedures and SLAs while achieving quality and productivity metrics.
• Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channel including improvement suggestions.
• Escalate emerging issues and fraud related issues with a high sense of urgency.
• Demonstrates the ability to self-manage on priority tasks and objectives.
• Maintain confidentiality of sensitive information.

About The Team

AbeBooks, an Amazon company, is a global online marketplace for books and collectibles, with hundreds of millions of new, used, rare and out-of-print books listed for sale by thousands of sellers. AbeBooks has great perks such as social events and personal development days. AbeBooks has a flexible work policy.

Basic Qualifications

• 2+ years of customer service experience
• Experience with Microsoft Office products and applications
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience in payments or e-commerce

Preferred Qualifications

• Some knowledge of SQL or database tools (Tableau, Amazon Redshift, Oracle, etc.)
• Experience in problem solving, including the ability to recognize non-obvious patterns.
• Strong Analytical skills has ability to start from ambiguous problem statements, identify and access relevant data, make appropriate assumptions, perform insightful analysis and draw conclusion relevant to the business problem.
• Ability to maintain high levels of confidentiality and data security standards.
• Effective, clear, and professional written and oral communication skills. Ability to present information professionally and concisely with supporting data.
• Strong prioritization and time management skills.
• Fluency in more than one language (German, Spanish, French or Italian).

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Company - Amazon Dev Centre South Africa

Job ID: A2388559