• Job Description

  Req#: 3018812
  Working Conditions:
  - Candidate must be physically based in Cebu.
  - Weekly Off: Rotational two- consecutive day off (it is a 5-day working week with 2 consecutive days off.
  - Willing to interact with Seller over calls/email/chat depending on the business need.
  - 5 days’ work week (flexible with working hours and workdays on Saturdays/Sundays and/or holidays).
  - Currently on 24/7 shift depending on business requirement, must be willing to report night shift.
  - 2 weeks minimum training onsite at our office in Cebu IT Park then transition to remote set-up if eligibility requirement is met.
  - During Training, no leaves are allowed; strict attendance compliance is required.
  - Ability to have infrastructure to support WFH when necessary if activated
  - During the Training & Transition, no leaves are allowed.
  
  WFH Requirements:
  - Dedicated work space at home, free from background noise where you can connect to the internet and work on your deliverables.
  - Should have a readily available postpaid (wired) fiber internet connection with a minimum speed of 200 MBPS or better and should have at least 100 GB data from a reliable provider.
  - Should have access to mobile phone at all times from a reliable provider.
  - Should have internet and power back up in case of connectivity/power outages.
  
  The Seller Support Associate acts as the primary interface between Amazon and our business partners. The Seller Support Associate will be responsible for providing timely and accurate operational support to Merchants selling on the Amazon platform. The successful candidate has an immediate, distinct effect on the experience of customers of Amazon, making a strong record of customer focus a high standard for the role. A Seller 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.
  
  Key job responsibilities
  - The Seller Support Associate demonstrates end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers.
  - Demonstrates effective, clear and professional written and oral communication.
  - Provides 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.- High School graduate with at least 3 years of BPO experience or College graduate with at least 1 year of BPO experience
  - Should be willing interact with Seller over calls/email/chat depending on the business need.
  - Excellent written/spoken English skills with an ability to compose grammatically correct, concise and accurate written responses
  - Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers
  - Demonstrated ability to work independently and make complex decisions with little to no guidance
  - Excellent organizational and problem solving skills
  - Exceptionally strong customer handling and conflict resolution skills with a keen focus on quality and customer experience.
  - Demonstrated ability to analyze problems logically
  - Self-disciplined, diligent, proactive and detail oriented
  - Effective prioritization of work time to ensure productivity, fulfill department standards for time spent and individually prioritize multiple tasks of competing urgency
  - Strong ability to exceed expectations with regard to performance and individual contribution · Ability to maintain high levels of confidentiality and data security standards
  - Passionate commitment to Amazon's emergence as the world's most customer-centric company - Technical (Computers & Internet) savvy is required.
  - Business acumen in areas of e-commerce and retail.
  - Desired skill-sets include MS Office Application (Excel, Outlook, Word) and Internet Explorer / Mozilla Firefox.
  
  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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

• About the company

  Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

Notice