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 language1 (basis requirement) 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%

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
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
- 1+ years of customer service experience
- 1+ years of driving process improvements experience
- Speak, write, and read fluently in English
- Experience with Microsoft Office products and applications
- Experience with Excel
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- - Candidate is expected to work on live channels(Phone, Chat) and Email
- - The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement.
- - Weekly Off: Rotational two- consecutive day off (it is a 5-day working week with 2 consecutive days off.
- - During the first four months (Training & Transition) no unplanned leaves are allowed.
- - Should have good internet connection with minimum speed of 20 MBPS or better and should have at least 100 GB data.
- -Should have power back up in case of power shut down.- Education: Any Graduation (other than BE, BTech and MBA Freshers) - Language: English
- Experience within a customer service environment preferred. Desire to expand skills into new areas.
- Technical (Computers & Internet) savvy is required. Business acumen in areas of e-commerce and retail.
- Committed seller advocate, drive process & tool improvements.
- Enthusiasm and strong self-motivation.
- Strong prioritization and time management skills, with a high degree of flexibility.
- Embrace constant change with flexibility and good grace.
- Demonstrate appropriate sense of urgency for contact response time in the face of variable workflow.
- Demonstrates effective communication, composure, and professional attitude
- Exemplary performance record.