Browse Jobs
For Employers
Post JobLog inGet Started

ESR SPS Account Manager,

Souq.com, An Amazon Company
Cairo, Egypt
Posted 5 years ago
41People have clicked1 open position
Search other opportunities

Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

  • The Selling Partner Support Operations team is looking for an ESR Account Manager who will be expected to:
  • · Research and respond to Global Selling Partner escalations directed to Jeff B. and Senior Executives, or through highly escalated Selling Partner Support contacts.
  • · Objectively handle highly sensitive situations with integrity and discretion
  • · Recognize system, quality, and process concerns contributing to poor Selling Partner experiences and share with PSAS team
  • · Work cross-functionally with other teams to identify root causes and drive process improvements to Selling Partner facing issues
  • · Maintain aggressive service levels for Jeff B and Executive escalations
  • · Flexible schedule which might include On-call and Weekend coverage
  • · Timely and accurate reporting on escalation status
  • · Capture success stories and surface innovative ideas to drive improvement for all Selling Partners
  • · Moderate Seller Forum

Job Requirements

BASIC QUALIFICATIONS

  • Minimum 6 months of SPS experience
  • Able to work independently with little supervision, self-motivated, and flexible in approaching responsibilities and change.
  • Proficiency in using written and oral communication skills in a business environment, both English and Arabic
  • Business acumen
  • Proficiency in composition skills, ability to compose concise, accurate and appropriately targeted responses
  • Demonstrated effective conflict resolution and negotiation skills, professional attitude
  • Demonstrated comprehension skills (reading and listening) -- ability to understand and represent Selling Partner issues
  • Demonstrated superior time management and multitasking skills, self-discipline
  • Technical aptitude, proficient with MS Suite & Paragon Case Management tools

PREFERRED QUALIFICATIONS

  • Detail-oriented, analytical, proactive approach to problem-solving; ability to operate both a granular or macro level
  • Demonstrated “big picture” thinking, sound judgment and discretion
  • 1-3 years of previous technical/customer support experience
  • Problem ticketing, incident management, and issue escalation experience
  • Ability to conceptualize and explain complex interrelated applications and system platforms
  • Strong coaching and people management skills; experience in coaching at peer level a plus
  • Proven ability to build relationships and influence others across the organization
  • Additional language beneficial
JobsCustomer Service/SupportESR SPS Account Manager,