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Job Description
The Seller Support Associate acts as the primary interface between Amazon and our business partners. The Seller Support Associate will be responsible for providing timely and accurate operational support to sellers on the Amazon platform. The successful candidate has an immediate, distinct effect on the experience of customers of Amazon, making a strong record of customer focus a high standard for the role. A Seller Support Associate is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for phone and/or email cases.
Summary of Responsibilities
- Handling seller's inquiries via call/chat/email.
- Taking ownership of own workload and work with wider teams to deliver results.
- Demonstrates effective, clear and professional written and oral communication.
- Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers’ issues.
- Builds Platform and business knowledge to better serve sellers
- Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
- Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
- Maintains set global performance metrics such as quality, productivity, first contact resolution, and attendance using the Amazon Leadership Principles as a support structure and job aid to achieve these Key Performance Indicators.
- Ability to work under pressure and provide high quality work.
- Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.
Job Requirements
- Language: Written and verbal communication skills in English and Arabic.
- Experience within a customer service environment preferred.
- Desire to expand skills into new areas.
- Technical (Computers & Internet) savvy is required.
- Business acumen in areas of e-commerce and retail.
- Committed seller advocate, drive process & tool improvements.
- Enthusiasm and strong self-motivation.
- Strong prioritization and time management skills, with a high degree of flexibility.
- Embrace constant change with flexibility and good grace.
- Demonstrate appropriate sense of urgency for contact response time in the face of variable workflow.
- Demonstrates effective communication, composure, and professional attitude.
- Flexibility to work a shift patterns including weekends
PREFERRED QUALIFICATIONS
- Exemplary performance record, particularly with regard to quality & productivity
- Desired skill-sets include MS Office Application Excel and Internet Explorer / Mozilla Firefox
