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SPS Associate Advisor
hace 3 meses
Selling Partner Support at AMAZON
strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - continues to grow and evolve as a world-class e-commerce platform. The Seller Support team acts as the primary interface between Amazon and our 3rd party sellers. We obsess over providing world class support to 3rd party Sellers on the Amazon platform. We strive to predict the Seller's needs before they recognize they may need our support, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
The Associate Advisor (AA) is an advocate for the perfect Seller interaction. By serving as the first resolution point for Seller Support Associates, AA's will assist associates in diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for Sellers. As a subject matter expert in several platforms and specialties, AA's will educate Associates on process, tools, and standards in real-time. This role requires the ability to multi-task utilizing a wide variety of software tools to navigate seller accounts, research and review policies and communicate effective solutions. The successful candidate will have a commitment to driving excellence in Associate and Seller experience. A strong record of customer focus and a keen interest in process improvement are key requirements for this role. Key job responsibilities
- Responds to Associate support requests (i.e. Seller Escalations and Andon Cords) in real time providing education to Associates with the goal of achieving first contact resolution, as well as a remarkable, reproducible seller experience
- Identifies Seller and Associate barriers, provides solutions, and drives change through business improvement initiatives.
- Drives opportunities for efficiency through daily floor observations
- Serves as the first point of contact for all Seller escalations
- Conducts Seller interaction audits with associates and provides technical and process coaching to improve performance
- Provides direction and coaching in relation to schedule adherence, AUX coding, and lobby management
- 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 and procedures
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions We are open to hiring candidates to work out of one of the following locations: Virtual Location - 11 | Virtual Location - 51 BASIC QUALIFICATIONS
Education: High School Qualification required as a minimum, 3rd level qualification preferred
- Language: Fluent English & Japanese
- Minimum of 6 months experience with Amazon or 18 months in a customer service environment, experience within a contact center preferred
- Subject matter expert in more than one Amazon platforms and/or specialties
- Demonstrates the ability to drive process improvement using Kaizen principles
- Working knowledge of the trouble ticketing process in relation to Seller Support
- Fosters a positive team environment and collaboration within the site.
- Approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
- · Demonstrates effective, clear and professional written and oral communication
- Enthusiasm and strong self-motivation
- Strong prioritization and time management skills, with a high degree of flexibility
- Ability to embrace constant change with flexibility and good grace
- Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
- Demonstrates effective communication, composure, and professional attitude
High energy, with passion for technical and process proficiency and a drive to be a relentless advocate for the Seller and Associate experience. Has clear understanding of the Seller Support organization and how to get things done through formal channels and informal networks. Deep knowledge base in several platforms and specialties with the ability to share that knowledge with others. Willingness to take ownership and offer solutions to ensure a perfect interaction for Sellers. The ideal candidate will have the ability to provide just in time coaching and corrective guidance with a focus on building self-sufficiency and accountability in the associate team.
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Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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