Selling Partner (SP) Support Associate, SPS (Level 3), SP-Support - Remote

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 and sellers at Amazon. A strong track record of customer centricity and a high level of ownership is required for the role. An 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 email cases. In addition, SP-Support associate is also expected to contribute to a positive team environment and drive process improvements as applicable.

Key job responsibilities

1. Comfortable working in a dynamic contact center environment with the 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 the Selling Partner’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. Ability to effectively communicate with other internal departments to jointly resolve inquiries and relay the information to the selling partner in a clear and concise manner. 
10. Fosters a positive and cooperative team environment, focusing on strengthening the team knowledge base to improve overall performance. 
11. Enthusiasm for learning and commitment to continuous improvement.

BASIC QUALIFICATIONS

• Experience with Microsoft Office products and applications
• Speak, write, and read fluently in English
• High School Graduate
• Typing skills of 30 words per minute with an accuracy of 93%
• Must have (or be able to obtain prior to start) high speed internet with up to 10Mb download and 5Mb upload This must be hardwired to your computer via Ethernet Cable (not provided).
• Must have a dedicated private workspace, free of distractions and noise. Access to your work area by non-Amazon individuals is strictly prohibited.

PREFERRED QUALIFICATIONS

• 1+ years of customer service experience
• Business acumen in areas of e-commerce and retail is advantageous.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $31,200/year in our lowest geographic market up to $64,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.