Home Based Seller Support Associate (English/Arabic), Selling Partner Support

Job Description

DESCRIPTION

Position Description: Seller Support Associate

LOCATION: Remote home based in Egypt

LANGUAGE REQUIREMENTS: English & Arabic

This position is only available to candidates who hold a valid PWD ID Card issued by the Ministry of Health

In Selling Partner Support, we support businesses (Sellers & Vendors) who sell their products through our Amazon marketplace platform, helping them to reach consumers both locally and globally. Our SPS Associates support our Sellers and Vendors by serving as the first resolution point, diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions.

We are ‘Customer Obsessed’ and strive for the perfect customer interaction every time. You need to multi-task utilizing a wide variety of software tools to navigate various Selling Partner Accounts, research and review policies and communicate effective solutions. The successful candidate will have a commitment to driving excellence in Associate and Selling Partner experience. A strong record of customer focus and a keen interest in process improvement is desired.

Key job responsibilities

• Supporting Amazons Selling Partner’s to solve any incoming issues via 3 channels of communication (Phone, Email & Chat)

• Managing high volumes of inbound and outbound calls, emails and chats in a timely manner

• Identifying customers’ needs, clarify information, research every issue and providing solutions

• Exemplifying Amazons Leadership Principle for Customer Obsession by consistently displaying a genuine empathy and 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 productivity and quality targets and metrics

• Open to collaborating with various internal stakeholders and teams

• 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 regular training sessions, and learn product details and key selling points of products and technologies.

• Any other duties and special projects as directed by management in keeping with the employee’s skills and experience

• Ability to work shifts and 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.

About the team

What we Offer

Selling Partner Support at Amazon provides candidates with an opportunity to join a diverse, multicultural team with direct partnerships across extensive worldwide locations. Amazon and Selling Partner Support pride ourselves on growing talent and leadership from within, offering multiple career paths in areas such as people management, program management, technical support, HR, training and development and workforce planning.

Roles within Seller Support at Amazon offer candidates the opportunity to grow and develop skills such as mentor-ships, coaching, negotiation, process improvement, account management, data analysis, presentation and communication all while contributing to our vision of creating and sustaining a culture of approachable excellence that delivers a remarkable and reproducible Sellers’ Experience.

• Amazon Staff Discount of 10%

• Fully paid induction and training

• Career Progression Plan

We are open to hiring candidates to work out of one of the following locations:

Cairo, EGY

Skills

BASIC QUALIFICATIONS

– Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

– • Comfortable working in a high-volume environment with the ability and flexibility to adapt to change effectively

– • Ability to work against and deliver in a target and metric driven environment with high productivity and quality standards.

– • Maintains a strong customer focus, ensuring the customer feels 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 at all times.

– • Multitasking: ability to handle phone, chats and email contacts in tandem with each other

– • Demonstrates effective, clear and professional written and oral communication

– • Excellent verbal and written communication skills, inspiring confidence while leading customers through the various steps to resolve issues via phone, chats and email channels.

– • Enthusiasm, highly self-motivated and a willingness to learn new skills.

– Requirements for Remote Working:

– • 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)

– • A suitable remote work environment.

PREFERRED QUALIFICATIONS

– 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