Amazon

SPS Associate, SPS

Posted On

Aug. 8, 2024

Location

Hyderabad, Telangana

Experience Level

Freshers/Experienced

Job Type

Administrative Support

Apply By

Oct. 8, 2024

Job Description

Designation: Selling Partner (SP) Support Associate, SPS (Level 3)
DESCRIPTION
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 at Amazon. A strong track record of customer centricity is required for the role. A 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/or email cases. In addition, SP-Support associate is also expected to contribute to a positive team environment and drive process improvements as applicable.

Key Responsibilities:
1. Comfortable working in a dynamic contact center environment with 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 SP’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. Fosters a positive and cooperative team environment.
10. Demonstrates Enthusiasm for learning and commitment to continuous improvement

Basic Qualification
1. College Graduate
2. Fluent in English language with written and verbal communication skills
3. Experience in working with Operating systems (Windows) and using Office Suites (Word, Outlook and Excel)
4. Typing skills of 30 words per minute with an accuracy of 93%
Preferred Qualifications
1. 1+ year of experience with 6months+ working in Live Channel B2B/Customer service environment
2. Business acumen in areas of e-commerce and retail is advantageous.

a. Basic Qualification Requirement - High School Graduates with at least 3 years of BPO experience or College graduate with 1 year of BPO experience.
b. Following are the additional requirements added in job descriptions for role expectations in IND.
o Shifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement.
o Voice Account – Candidate should be willing interact with Seller over calls / email / chat depending on the business need.
o Weekly Off: Rotational two- consecutive day off (it is a 5-day working week with 2 consecutive days off)
o During the first four months (Training & Transition) no unplanned leaves are allowed.

Key job responsibilities
* Respond to Seller Queries via Phone, Chat and Email
* Handle queries from sellers across the world in their time zone
* Follow available guidelines while handling contacts to ensure seller experience

A day in the life
* Ensure Tools and resources are working before handling a contact
* Follow guidelines while responding to seller queries
* Highlight issues through available mechanisms - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

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