Seller Support Associate with English/Spanish Language (Virtual Position)DESCRIPTION
This position is only available to candidates who hold a Certificado de Discapacidad issued by the Administration in Spain, pursuant to Royal Decree 1/2013, Nov 29, approving the Spanish PwD Act (express legal provision to reserve 2%).
Virtual Position only.
Job summary
Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform. In that context, Seller Support teams act as the primary interface between Amazon and our Sellers or Vendors. To expand the selection of products available to customers, Amazon engages with Sellers/Vendors who offer their catalog of products on Amazon's global eCommerce platforms. We obsess over providing world-class support, technical assistance, and account management services to our global partners. We strive to predict the Sellers'/Vendors' needs, create innovative self-help tools, and provide solutions to help our partners better serve their customers and grow their businesses.
The Seller Support Associate is an advocate for the perfect Seller/Vendor interaction. This is done by serving as the first resolution point diagnosing technical, operational, system, and process issues and proposing solutions that will remove barriers to enable resolutions for Sellers/Vendors. As a subject matter expert in several platforms and specialties, Associates will educate the 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 Seller/Vendor accounts, research and review policies, and communicate effective solutions.
This role is a permanent contract position with Amazon.
Summary of Responsibilities
- Demonstrates effective, clear, and professional written and oral communication.
- Provides prompt and efficient service to Amazon Vendors and Merchants including the appropriate escalation of Vendors' 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 channels including improvement suggestions.
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Vendor's issues and questions.
Requirements
- Must have a home work area that is free of distractions.
- Must not be providing dependent care during hours of scheduled work.
- Must have (or be able to obtain) high-speed internet with up to 5Mb download and 1Mb upload (must be installed before you can start).
- Must have a separate means of communication in case of emergency and/or system issues (Example: personal cell phone or landline).
- Must be willing to adhere and uphold Amazon's policy on confidentiality.
Required Documents & Working Conditions
Valid Certificado de discapacidad (express legal provision to reserve 2%) issued by the Administration in Spain and for motor abilities a work fitting assessment result will be requested.
BASIC QUALIFICATIONS
- Education: High School Qualification required as a minimum, 3rd level qualification preferred.
- Language: Native or fluent Spanish and English.
- Technical (Computers & Internet) savvy is required.
- Data analysis skills and proficiency with Excel is required.
- Strong prioritization and time management skills, with a high degree of flexibility.
- Demonstrates effective communication, composure, and professional attitude.
- A great deal of personal initiative and strong hands-on attitude along with creativeness, decisiveness, and results-driven mentality for a business-focused way of thinking.
- Able to work within a cross-functional team.
- Fosters a positive team environment and collaboration within the site.
- Approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
- Enthusiasm and strong self-motivation.
PREFERRED QUALIFICATIONS
- Experience within a customer service environment preferred. Desire to expand skills into new areas.
- Desired skill-sets include MS Office Application Excel and Internet Explorer / Mozilla Firefox.
- Strong prioritization and time management skills, with a high degree of flexibility.
- Ability to embrace constant change with flexibility and good grace.
- Demonstrates effective communication, composure, and professional attitude.
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