This role requires the ability to multi-task utilizing a wide variety of software tools to navigate various Selling Partner Accounts, research and review policies and communicate effective solutions. The successful candidate will have a commitment to driving excellence in Associate and Selling Partner experience. A strong record of customer focus and a keen interest in process improvement are key requirements for this role.
Key job responsibilities
Supporting Amazon’s Selling Partner’s to solve any incoming issues via 3 channels of communication (Phone, Email & Chat)
Managing high volumes of inbound and outbound calls, emails and chats in a timely manner
Identifying customers’ needs, clarify information, research every issue and providing solutions
Exemplifying Amazon’s Leadership Principle for Customer Obsession by consistently displaying a genuine passion for our customers, delivering an exceptional customer care experience with every contact.
Building sustainable relationships and engaging customers by going the extra mile
Ability to oversee and achieve various KPIs like Quantity & Quality, Resolution Rate, Transfer Rate etc.
Open to collaborating with various stakeholders like Resolver Groups, Account Managers etc.
Documenting all Selling Partner interactions and information according to standard operating procedures
Ability to troubleshoot and provide product guidance and support to all Amazon’s Sellers and Vendors
Attend training sessions, and learn product details and key selling points of products and technologies. SPS participates in several initiatives to increase Seller listings and updates of catalogues in advance of peaks.
Any other duties and special projects as directed by management in keeping with the employees skills and experience
Multilingual support: fluency in Arabic and English communication is essential
Ability to work shifts and open to weekends to accommodate Amazon´s opening hours, 7 days a week” To note, the shifts cannot be confirmed prior to joining Amazon as they are not determined until after the training period.
Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
Bachelor's degree, or 4+ years of equivalent experience
Experience with computer skills, including proficiency in MS Office (Word, Excel, PowerPoint)
Can demonstrate proficiency in Microsoft Excel or equivalent spreadsheet tools
Language – Fluent Arabic and English is essential.
Military exemption\ completion\ 3 years postpone.
2 years’ experience within a customer service environment in Multinational call center.
Experience escalating issues and anticipating and making hard trade-offs between business and customer need
Experience with communication, presentation, and negotiation
Experience with serving Customers from a work from home environment
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.
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