VAS Specialist
Full Job Description
About the Role
We are looking for candidates who are customer obsessed, flexible, smart, analytical, strategic yet execution focused, and passionate about e-commerce. This opportunity at Amazon Home Services in Bengaluru is ideal for an experienced entrepreneurial leader with a strong work ethic.
Key Responsibilities
- Catalog Assistant Role: Work closely with Service Providers, the Service category team, and Operations to identify gaps in service fulfillment. Partner with stakeholders to alleviate acute/short-term issues and design long-term features to improve customer experience on Amazon Home Services.
- Servicability & Quality: Own end-to-end responsibility for providing 5-star Rated Ready to Use Service via Amazon Managed Supply. Identify defects leading to poor experiences, design metrics to capture them, understand their importance, and establish prioritization based on customer impact.
- Root Cause Analysis: Investigate defect root causes, understand underlying issues, and design inputs to address them effectively.
- Action Planning & Playbooks: Publish corrective action plans at the right frequency with service partners. Create playbooks for triggering workflows that save customers immediately (safeguarding next 7-day performance) while implementing long-term fixes.
- Metrics Ownership: Own success metrics for the program to ensure continuous improvement.
About The Team
The vision for VAS, India is to transform how customers buy high-consideration products online by offering value-added services throughout the product life-cycle. Launched in March 2017 with appliance installations and mobile after-sales support, we now focus on building a 5-star rated service at scale across categories and cities.
Our Services
- (a) Pre-Purchase Service: Make a new purchase decision.
- (b) Ready to Use Services: Get started with a newly bought product.
- (c) Return Services: Solve issues with a newly purchased product.
- (d) Repair Services: Continuous support during the life of the product.
- (e) Recycle Services: Extract maximum end-of-life values from used products.
Requirements
Basic Qualifications: 1+ years of sales experience and a Bachelor's degree.
Preferred Qualifications: Experience in stakeholder or account management (1+ years) OR general professional work experience (1+ years).
Company
Amazon
Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking.We are driven by the excitemen...