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 and sellers at Amazon. A strong track record of customer centricity and a high level of ownership is required for the role. An 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 email cases. In addition, SP-Support associate is also expected to contribute to a positive team environment and drive process improvements as applicable.
Key job responsibilities
1. Comfortable working in a dynamic contact center environment with the flexibility to adapt quickly to changing priorities with the appropriate sense of urgency.
2. Resolve complex queries from Selling Partners leveraging strong critical thinking and decision-making skills.
3. Provides exceptional service to Selling Partners, building trust and strengthening relationships through empathy, active listening and rapport building.
4. Adeptly navigates multiple communication channels concurrently including phone/chat and email to engage with Selling Partners effectively.
5. Demonstrates effective, clear and professional written and oral communication. Listens closely and empathetically to Selling Partners: understands, paraphrases, and prioritizes the Selling Partner’s needs, then provides appropriate solutions.
6. Consistently delivers on Selling Partner experience and efficiency (quality/productivity) goals.
7. 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.
8. Actively seeks solutions through logical reasoning and data interpretation independently.
9. Ability to effectively communicate with other internal departments to jointly resolve inquiries and relay the information to the selling partner in a clear and concise manner.
10. Fosters a positive and cooperative team environment, focusing on strengthening the team knowledge base to improve overall performance.
11. Demonstrates Enthusiasm for learning and commitment to continuous improvement.
