Selling Partner Support Associate

Selling Partner Support Associate

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Job Description

Job summary
The Selling Partner Support team acts as the primary interface between Amazon and our Selling Partners. We obsess over providing world class support, technical assistance and account management services to our global partners.
The Associate will be responsible for providing timely and accurate operational support to Selling Partners on the Amazon platforms. The successful candidate has an immediate, distinct effect on the experience of customers of Amazon, making a strong record of customer focus a high standard for the role. A Selling Partner Support Associate is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for phone and/or email cases.
Key job responsibilities
. Interact with SPs calls/email/chat.
. This job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement.
. Demonstrates end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers.
. Demonstrates effective, clear and professional written and oral communication, in both Chinese and English.
. Provides prompt and efficient service to Amazon Selling Partners including the appropriate escalation of Sellers issues.
. 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, procedures and tools.
. Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
. Maintains acceptable performance metrics such as quality, productivity and attendance etc..
. Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
. Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions.
. Excellent written/spoken English and Chinese skills with an ability to compose grammatically correct, concise and accurate responses
. Ability to work with several applications and contacts simultaneously
. Schedule flexibility to fulfill shift request
. Demonstrated ability to work independently and make complex decisions with little to no guidance
. Self-disciplined, diligent, proactive and detail oriented
. Ability to maintain high levels of confidentiality and data security standards
. Intermediate MS Office applications specifically Excel, familiarity with web browsers
. Effective prioritization of work time to ensure productivity, fulfill department standards for time spent and individually prioritize multiple tasks of competing urgency
. Ability to have infrastructure to support temporary WFH as follows: a. Home environment free from background noise where you can connect to the internet and work on your deliverables. b. Should have an internet connection with a minimum speed of 100 MBPS from a reliable provider. c. Should have internet and power back up in case of connectivity/power outages.
. Ability to embrace constant change with flexibility and good grace
. Exceptionally strong customer handling and conflict resolution skills with a keen focus on quality and customer experience.
. Demonstrated appropriate sense of urgency and adaptability in response to changing business needs
. Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers
. Excellent organizational and problem solving skills
. Demonstrated ability to analyze problems logically
. Strong ability to exceed expectations with regard to performance and individual contribution

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