[Hiring] Vendor SP- Support @Amazon

Role Description

The SPS Associate is an advocate for the perfect Seller interaction. By serving as the first resolution point for Sellers & Vendors diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for our Selling Partners. As a subject matter expert in several platforms and specialties, SPS Associates will educate Sellers & Vendors on processes, tools, and standards in real-time.

This role requires the ability 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 are key requirements for this role.

• Supporting Amazon’s 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, clarifying information, researching every issue and providing solutions
• Exemplifying Amazon’s 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 Amazon’s Sellers and Vendors
• Attend 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 employees skills and experience
• Multilingual support: fluency in Arabic and English communication is essential
• Ability to work shifts and open to weekends to accommodate Amazon´s opening hours, 7 days a week

Qualifications

• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Bachelor's degree or equivalent, or 4+ years of equivalent experience
• Experience with computer skills, including proficiency in MS Office (Word, Excel, PowerPoint)
• Can demonstrate proficiency in Microsoft Excel or equivalent spreadsheet tools
• Language – Fluent Arabic and English is essential
• Military exemption/completion/3 years postpone
• 2 years’ experience within a customer service environment in Multinational call center

Preferred Qualifications

• Experience escalating issues and anticipating and making hard trade-offs between business and customer need
• Experience with communication, presentation, and negotiation
• Experience with serving Customers from a work from home environment

Benefits

• Our inclusive culture empowers Amazonians to deliver the best results for our customers
• If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information