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The Selling Partner Support Associate acts as the primary interface between Amazon and our business partners. The Selling Partner Support Associate will be responsible for providing timely and accurate operational support to Merchants selling on the Amazon platform. An ideal candidate has the ability to work from home while demonstrating a strong independent work ethic while raising the performance bar, in a positive constructive manner.
While striving to follow processes a Selling Partner Support Associate is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for phone and/or email cases.
Candidates must be located in Arizona, Florida, Georgia, Michigan, Minnesota, North Carolina, North Dakota, Ohio, Pennsylvania, Texas, Virginia, Washington
Summary of Responsibilities
· Demonstrates effective, clear and professional written and oral communication.
· Follows established processes to provide prompt and efficient service to Amazon Sellers and Merchants, including the appropriate escalation of Sellers’ issues.
· 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.
· Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
· Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
· Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
· Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.
· Ability to work from home with a reliable Internet (ISP) connection, with 10 Mbps download and 5 Mbps upload contracted speed, either through DSL, cable modem, or fiber-to-home (FiOS or Fiber Optic). Wireless or Hot Spot connections are not allowed.
· 6 + months experience within a Customer Service or Contact Center environment.
· Demonstrated desire to expand skills into new areas.
· Technical (Computers & Internet) savvy is required. Desired skill-sets include MS Office Application Excel and Internet Explorer / Mozilla Firefox.
· Business acumen in areas of e-commerce and retail is advantageous.
· Process improvement awareness and experience.
· 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
· Exemplary performance record, particularly with regard to quality & productivity.
· Desired skill-sets include MS Office Application, Excel and Internet Explorer / Mozilla Firefox.
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