Job Description: Investigation Specialist (Remote)
Position: Investigation Specialist
Company: Amazon
Location: Remote (Hiring office in Bengaluru)
Experience: 0-3 years
Employment Type: Full-Time (Temporary/Contractual)
Salary: Not Disclosed by Recruiter
Openings: 30
About the Role
As an Investigation Specialist, you will play a crucial role in maintaining the integrity of Amazon’s e-commerce ecosystem by identifying and eliminating risks associated with seller transactions. This position is ideal for analytical individuals who thrive in fast-paced, customer-driven environments and possess strong judgment and decision-making skills. You will collaborate with multiple stakeholders to ensure compliance and build trust across the platform.
Key Responsibilities as Investigation Specialist
- Transaction Evaluation: Investigate and evaluate facts surrounding seller transactions and make decisions based on established procedures.
- Action Implementation: Take appropriate actions to address identified risks, documenting the process thoroughly.
- Communication:
- Interact with external customers via phone or email during investigations.
- Collaborate with internal teams through email, annotations, and phone to ensure seamless resolution of cases.
- Escalation: Escalate complex issues or variances to the relevant teams as needed.
- Analysis & Reporting: Understand performance metrics and create data-driven analyses to achieve business goals.
- Quality Standards: Meet productivity targets while maintaining high-quality standards in investigations.
A Typical Day
Your primary responsibility will involve reviewing Safe-T claims raised by sellers, analyzing the evidence provided, and deciding whether to grant or deny the claims. This requires meticulous attention to detail and excellent judgment to ensure fairness and compliance with Amazon’s policies.
Skills Required: Investigation Specialist
- Essential:
- Strong communication skills (verbal and written).
- Analytical and problem-solving abilities.
- Ability to work independently with minimal supervision.
- Preferred:
- Customer service experience.
- Knowledge of e-commerce and payment systems.
Educational Qualifications: Investigation Specialist
- Minimum Requirement: Any graduate.
About Amazon
Amazon is a global leader in e-commerce, committed to being Earth’s most customer-centric company. Founded on the principles of innovation and operational excellence, Amazon offers customers an unmatched shopping experience through its vast selection, low prices, and convenience.
The Selling Partner Risk Operations (SPRO) team at Amazon is dedicated to building trust and enhancing safety across the platform. Leveraging technology, analytics, and science, SPRO aims to set industry standards for scalability and efficiency, ensuring a secure environment for buyers, sellers, and stakeholders alike.
Interview Questions and Sample Answers for Investigation Specialist at Amazon
1. What interests you about this role?
Sample Answer:
“I’m drawn to this role because it combines analytical problem-solving with customer interaction. I admire Amazon’s commitment to creating a secure and trustworthy e-commerce environment, and I’m excited about the opportunity to contribute to maintaining the platform’s integrity.”
2. How would you approach investigating a suspicious seller transaction?
Sample Answer:
“I would start by gathering all relevant information about the transaction, including seller details, transaction history, and customer feedback. Next, I’d compare the findings against established guidelines and consult with stakeholders if necessary. Once the investigation is complete, I’d document the outcome and communicate with the relevant parties.”
3. What experience do you have in handling data analysis or reports?
Sample Answer:
“In my previous role, I used tools like Excel to analyze customer feedback and identify trends. For example, I created reports on common issues and recommended process improvements, which significantly reduced query resolution times.”
4. How do you ensure quality while working on tight deadlines?
Sample Answer:
“I prioritize tasks based on urgency and complexity, ensuring that critical issues are addressed first. I also maintain a checklist to track progress and review my work before submission to ensure accuracy, even under time constraints.”
5. How would you handle a difficult customer interaction?
Sample Answer:
“I would listen actively to the customer’s concerns, empathize with their situation, and provide clear explanations or solutions. If the issue requires further investigation, I’d set realistic expectations about the timeline and follow up promptly to ensure resolution.”
6. What tools or methods would you use to identify trends in seller risk patterns?
Sample Answer:
“I would use data analysis tools like Excel to identify trends, such as a spike in customer complaints or irregular transaction behaviors. Collaborating with risk analysts and using visualization tools like dashboards can also help pinpoint patterns effectively.”
7. How do you prioritize tasks when handling multiple investigations?
Sample Answer:
“I prioritize tasks based on their potential impact on customer satisfaction and business operations. For example, I’d address cases involving high-value transactions or urgent customer escalations first, while ensuring that all tasks are completed within the designated timelines.”
8. Can you describe a time when you had to make a difficult decision independently?
Sample Answer:
“In my previous role, I had to decide whether to approve a customer’s refund request based on incomplete evidence. After carefully evaluating the available data and consulting company policies, I approved the refund, ensuring the customer’s trust was maintained.”
9. How do you stay updated on e-commerce trends and risk management strategies?
Sample Answer:
“I regularly read industry blogs, attend webinars, and follow updates from platforms like LinkedIn and professional forums. Staying informed about emerging risks and solutions helps me anticipate challenges and contribute proactively to the team.”
10. Why should we hire you for this role?
Sample Answer:
“I bring a combination of analytical skills, attention to detail, and a customer-centric approach. My ability to work independently, coupled with my eagerness to learn and adapt, makes me well-suited to excel in this role and contribute to Amazon’s mission of maintaining a safe and trustworthy platform.”
