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Job Description
The successful candidate will have a commitment to driving excellence in Associate and Seller experience. A strong record of customer focus and a keen interest in process improvement are key requirements for this role.
- Responds to Associate support requests (i.e. Seller Escalations and Andon Cords) in real time providing education to Associates with the goal of achieving first contact resolution, as well as a remarkable, reproducible seller experience.
- Identifies Seller and Associate success barriers, provides solutions, and drives change through business improvement initiatives.
- Drives opportunities for efficiency through daily floor observations.
- Serves as the first point of contact for all Seller escalations.
- Conducts Seller interaction audits with associates and provides technical and process coaching to improve performance.
- Provides direction and coaching in relation to schedule adherence, AUX coding, and lobby management.
- 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.
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and question
Job Requirements
Basic Qualifications:
- Education: High School Qualification required as a minimum, 3rd level qualification preferred
- Fluency in Arabic & English is essential
- Minimum of 1 month SPS experience
- Demonstrates the ability to drive process improvement using Kaizen principles
- Fosters a positive team environment and collaboration within the site.
- Approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
- Demonstrates effective, clear and professional written and oral communication.
- Enthusiasm and strong self-motivationStrong prioritization and time management skills, with a high degree of flexibility.
- Ability to embrace constant change with flexibility and good grace
- Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
- Demonstrates effective communication, composure, and professional attitude.