AHS Specialist [NL], Account Health Support

In Account Health Support (AHS), we help third-party Sellers maintain and grow their businesses on the Amazon marketplace by ensuring compliance with Amazon policies. We interact with Sellers globally via phone and email in a contact center environment, answering questions and resolving issues related to Amazon's business policies, operational processes, and technology platforms.

As an AHS Specialist with a compliance focus, you will serve as a primary point of contact for Sellers navigating sensitive account health matters — including appeals, policy violations, enforcement actions, and compliance requirements across multiple legislations. This role requires strong judgment, problem-solving skills, and the ability to manage high-stakes conversations with pre-suspension and post-suspension Sellers in poor standing.

This is a phone-based support role with high seller interaction. You will manage significant inbound and outbound call volumes (up to 80% of work time), requiring excellent verbal communication and de-escalation abilities to redirect difficult conversations and guide Sellers toward viable solutions.

Key job responsibilities
- Supporting Amazon's Selling Partners to resolve incoming account health issues via phone and email channels
- Managing high volumes of inbound and outbound calls, demonstrating strong de-escalation and communication skills in every interaction
- Conducting thorough investigations to identify root causes of account health issues, including policy violations, enforcement actions, and appeals
- Identifying Seller needs, clarifying information, researching issues, and providing clear, accurate solutions
- Redirecting difficult phone conversations with empathy and professionalism when engaging with Sellers facing suspension or enforcement actions
- Serving as a dedicated contact for Sellers throughout their compliance journey across applicable legislations including but not limited to Amazon's policies and EU regulations — covering product compliance, sustainability, and general product safety (GPSR)
- Executing structured outreach plans including proactive contacts, follow-ups, and pre-enforcement outreach
- Educating Sellers on compliance requirements and guiding them through necessary documentation and actions
- Supporting enforced Sellers through targeted regain outreach and education, helping them return to compliant status
- Monitoring progress across all applicable compliance verticals, ensuring timely updates and case closure
- Documenting all Seller interactions and information according to standard operating procedures
- Managing seller interactions through centralized mechanisms to ensure complete visibility, consistency, and audit readiness
- Accurately logging all actions, communications, and documents to maintain high data integrity
- Consistently achieving productivity and quality performance goals in a metric-driven environment
- Exemplifying Amazon's Leadership Principles, particularly Customer Obsession, by displaying genuine empathy and passion for our Sellers
- Attending regular training sessions and staying current on product details, policies, and compliance requirements
- Collaborating with various internal stakeholders and teams
- Identifying and driving process improvements
- Any other duties and special projects as directed by management in keeping with the employee's skills and experience

Basic Qualifications

- High school diploma, or equivalent
- Experience providing support and service to Customers
- Knowledge of advanced English at CEFR level B2/C1
- Knowledge of advanced Dutch at CEFR level B2/C1
- Intermediate competency with Windows, Microsoft Word, Outlook and Excel. Able to use online communication and collaboration tools with ease

Preferred Qualifications

- Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.
- Excellent verbal and written communication skills, inspiring confidence while leading customers through the various steps to resolve issues via phone and email channels.
- Excellent listening skills; able to demonstrate empathy and willingness to help.
- Prior Contact Center experience.
- Comfortable working in a fast paced, high-volume environment with the ability and flexibility to adapt to change effectively.
- Ability to work against and deliver performance in metric driven environment with high productivity and quality standards.
- Maintain a strong customer focus, ensuring the customer feels supported and valued.
- Foster a positive and cooperative team environment at all times.
- Multitasking: ability to handle phone, chats and email contacts in tandem with each other.
- Demonstrate effective, clear and professional verbal and written communications. Comfor