Selling Partner Support Associate

Language: Fluent Spanish and English
- Minimum of 6 months experience in a customer service environment
- PC Skills: Experience working with Operating systems (Windows) and using Office Suites( Microsoft Word, Outlook)
- Technical Skills: Basic working knowledge of spreadsheet software such as Excel and the ability to use communication and collaboration tools with ease

Job summary
This role is a permanent contract position with Amazon based in Barcelona.

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 - Amazon continues to grow and evolve as a world-class e-commerce platform.

To expand the selection of products available to customers Amazon engages with Sellers & Vendors who offer their catalog of products on Amazons’ global eCommerce platforms. The Selling Partner Support (SPS) team acts as the primary interface between Amazon and its Selling Partners. We obsess over providing world class support, technical assistance and account management services to our global partners. We strive to predict the Vendors & Sellers’ needs, create innovative self-help tools and provide solutions to help our partners better serve their customers and grow their businesses.

**Responsibilities include, but are not limited to**:

- Identifying customers’ needs, clarify information, research every issue and providing solutions
- Exemplifying Amazons Leadership Principle for Customer Obsession by consistently displaying a genuine passion for our customers, delivering an exceptional customer care experience with every contact.
- Building sustainable relationships and engaging customers by going the extra mile
- Ability to oversee and achieve various KPIs like Quantity & Quality, Resolution Rate, Transfer Rate etc.
- Open to collaborating with various stakeholders like Resolver Groups, Account Managers etc.
- Documenting all Selling Partner interactions and information according to standard operating procedures
- Ability to troubleshoot and provide product guidance and support to all Amazons Sellers and Vendors
- Attend training sessions, and learn product details and key selling points of products and technologies. SPS participates in several initiatives to increase Seller listings and updates of catalogs in advance of peaks.
- Any other duties and special projects as directed by management in keeping with the employees skills and experience
- Multilingual support: fluency in XXXX and English communication is essential
- Ability to work shifts and open to weekends to accommodate Amazon´s opening hours, 7 days a week” To note, the shifts cannot be confirmed prior to joining Amazon as they are not determined until after the training period.

Skills/Competencies & Requirements
- Comfortable working in a high volume environment with the ability and flexibility to adapt to change effectively
- Ability to work against and deliver on the KPI’s and metrics
- Maintains a strong customer focus with the ability to build lasting relationships with customers and ensure they feel supported and valued
- Ability to actively listen and to identity customer needs with an empathic approach
- Demonstrates the ability to identify and drive process improvements.
- Fosters a positive and cooperative team environment and collaboration with all stakeholders.
- Demonstrates effective, clear and professional written and oral communication
- Enthusiasm, highly self-motivated and a willingness to learn new skills.

**Requirements for work from home**:

- High speed internet connection available in the premises
- Must have (or be able to obtain) high speed internet with up to 5Mb download and 1Mb upload (must be installed before you can start)
- Securing an ergonomic work environment or respectively a Home office location
- In accordance Amazon policy the primary residence must be in the Barcelona Providence

What we Offer
- Amazon Staff Discount of 10%
- Fully paid induction and training
- 4 weeks virtual new hire training
- Career Progression Plan
- Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
- Demonstrates effective communication, composure, and professional attitude
- Experience with serving Customers from a work from home environment
- Contact centre experience is desired