Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform.
To expand the selection of products available to customers Amazon engages with Sellers & Vendors who offer their catalogue of products on Amazons’ global eCommerce platforms. The Selling Partner Support (SPS) team acts as the primary interface between Amazon and its Selling Partners. We obsess over providing world class support, technical assistance and account management services to our global partners. We strive to predict the Vendors & Sellers’ needs, create innovative self-help tools and provide solutions to help our partners better serve their customers and grow their businesses.
The SPS Associate is an advocate for the perfect Seller interaction. By serving as the first resolution point for Sellers & Vendors diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for our Selling Partners. As a subject matter expert in several platforms and specialties, SPS Associates will educate Sellers & Vendors on processes, tools, and standards in real-time.
This role requires the ability to multi-task utilizing a wide variety of software tools to navigate various Selling Partner Accounts, research and review policies and communicate effective solutions. The successful candidate will have a commitment to driving excellence in Associate and Selling Partner experience. A strong record of customer focus and a keen interest in process improvement are key requirements for this role.
Key job responsibilities
• Supporting Amazon’s Selling Partner’s to solve any incoming issues via 3 channels of communication (Phone, Email & Chat)
• Managing high volumes of inbound and outbound calls, emails and chats in a timely manner
• Identifying customers’ needs, clarify information, research every issue and providing solutions
• Exemplifying Amazon’s Leadership Principle for Customer Obsession by consistently displaying a genuine passion for our customers, delivering an exceptional customer care experience with every contact.
• Building sustainable relationships and engaging customers by going the extra mile
• Ability to oversee and achieve various KPIs like Quantity & Quality, Resolution Rate, Transfer Rate etc.
• Open to collaborating with various stakeholders like Resolver Groups, Account Managers etc.
• Documenting all Selling Partner interactions and information according to standard operating procedures
• Any other duties and special projects as directed by management in keeping with the employees skills and experience
• Multilingual support: fluency in Arabic and English communication is essential.
• Ability to work shifts and open to weekends to accommodate Amazon´s opening hours, 7 days a week” To note, the shifts cannot be confirmed prior to joining Amazon as they are not confirmed until after the training period.
- 1+ years of customer service experience
- Experience with Microsoft Office products and applications
- Experience with Excel
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Proficiency (C1/C2 level) in English and French
- 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 very helpful (preferred)
- 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. Comfortable in providing helpful, live telephone support in English and other languages defined for role.
- Able to troubleshoot, research and effectively translate technical and procedural instructions to customers in a way they can understand.
- Enthusiastic, highly self-motivated and willingness to learn new skill
- Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
- Demonstrates effective communication, composure, and professional attitude
- Experience with serving Customers from a work from home environment
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.