The SP-Support Associate acts as the primary point of contact between Amazon and our Selling Partners (SP). The SP-Support associate is responsible for providing timely and accurate operational support to Selling Partners who sell on Amazon stores. The successful candidate has a direct and immediate impact on the experience of buyers at Amazon. A strong track record of customer centricity is required for the role. A SP-Support associate is expected to address Selling Partners issues effectively, while working closely with other stakeholders within Amazon and adhering to service level agreements for phone, chat and/or email cases. In addition, SP-Support associate is also expected to contribute to a positive team environment and drive process improvements as applicable.
Key Responsibilities:
• Comfortable working in a dynamic contact center environment with flexibility to adapt quickly to changing priorities with the appropriate sense of urgency.
• Resolve complex queries from Selling… Partners leveraging strong critical thinking and decision-making skills
• Provides exceptional service to Selling Partners, building trust and strengthening relationships through empathy, active listening and rapport building.
• Adeptly navigates multiple communication channels concurrently including phone/chat and email to engage with Selling Partners effectively
• Demonstrates effective, clear and professional written and oral communication. Listens closely and empathetically to Selling Partners: understands, paraphrases, and prioritizes SP’s needs, then provides appropriate solutions.
• Consistently delivers on Selling Partner experience and efficiency (quality/productivity) goals,
• Ability to maintain excellent levels of confidentiality and data security standards. Also, adherence to company policies, code of conduct and a commitment to exceptional Selling Partner service
• Actively seeks solutions through logical reasoning and data interpretation independently.
• Fosters a positive and cooperative team environment.
• Demonstrates Enthusiasm for learning and commitment to continuous improvement
Basic Qualification
• College Graduate
• Fluent in English language with written and verbal communication skills
• Experience in working with Operating systems (Windows) and using Office Suites (Word, Outlook and Excel)
• Typing skills of 30 words per minute with an accuracy of 93%
Preferred Qualifications
• 1+ year of experience with 6months+ working in Live Channel B2B/Customer service environment
• Business acumen in areas of e-commerce and retail is advantageous.
• Basic Qualification Requirement – High School Graduates with at least 3 years of BPO experience or College graduate with 1 year of BPO experience.
• Following are the additional requirements added in job descriptions for role expectations in IND.
• Shifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement.
• Voice Account – Candidate should be willing interact with Seller over calls / email / chat depending on the business need.
• Weekly Off: Rotational two- consecutive day off (it is a 5-day working week with 2 consecutive days off)
• During the first four months (Training & Transition) no unplanned leaves are allowed.
Key job responsibilities
• Respond to Seller Queries via Phone, Chat and Email
• Handle queries from sellers across the world in their time zone
• Follow available guidelines while handling contacts to ensure seller experience
A day in the life
• Ensure Tools and resources are working before handling a contact
• Follow guidelines while responding to seller queries
• Highlight issues through available mechanisms
