SPS Associate, SPS

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

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