SPS Associate, SPS

Description

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 language1 (basis requirement) 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 6 months+ working in Live Channel B2B/Customer service environment
• Business acumen in areas of e-commerce and retail is advantageous.
• 
  

BASIC QUALIFICATIONS

• Speak, write, and read fluently in English
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• 
  

PREFERRED QUALIFICATIONS

• Should be able to work in rotational and shift, should be a graduate