DESCRIPTION POSITION TITLE: Seller Support Associate
SHIFT REQUIREMENTS: Rotating shifts Sunday - Saturday, ranging from 7 AM to 10 PM depending on role.
WORK LOCATION: This is a virtual home based role. Permanently working from home from any province in Spain.
In Selling Partner Support, we help third party Sellers & Vendors sell their products through our Amazon marketplace platform. We interact with Sellers and Vendors from across the world via phone, email and chat in a contact center environment where we answer their questions and resolve their issues regarding Amazon's technology platforms, business policies, and operational processes. Our Associates serve as the first contact point between Sellers/Vendors and Amazon, and we seek to always respond with complete, accurate and customer-friendly responses. .
We are ?Customer Obsessed' and strive for the perfect customer interaction every time. Our Associates must regularly 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 delivering outstanding customer service, a strong record of customer focus, and a keen interest in process improvement.
You will join one of our home-based teams, and still be part of the Amazon culture by collaborating with team members remotely via video, and engaging in a range of virtual engagement activities.
The team's schedule is organized in shifts and weekends to accommodate Amazon?s opening hours 7 days a week. Please note, the shifts cannot be confirmed prior to joining Amazon as they are not determined until after the training period, therefore flexibility is required.
Key job responsibilities
As part of your role, you will have the opportunity to:
Support Amazon's Selling Partner's to solve any incoming issues via 3 channels of communication (Phone, Email & Chat).
Manage high volumes of inbound and outbound calls, emails and chats in a timely manner.
Identify customers' needs, clarify information, research every issue and providing solutions.
Exemplify Amazons Leadership Principle for Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact.
Build sustainable relationships and engaging customers by going the extra mile.
Oversee and achieve various productivity and quality targets and metrics.
Collaborate with various internal stakeholders and teams.
Document all Selling Partner interactions and information according to standard operating procedures.
Troubleshoot and provide product guidance and support to all Amazons Sellers and Vendors.
Attend regular training sessions, learn product details and key selling points of products and technologies.
Any other duties and special projects as directed by management in keeping with the employee's skills and experience