Description

Selling Partner Services (SPS) plays a crucial role in ensuring a reliable shopping experience on Amazon's global platforms. Our responsibilities encompass safeguarding selling partners, customers, brands, and Amazon itself from fraud, counterfeit, and abuse. Simultaneously, we focus on empowering and providing world-class support to Amazon's vast network of Selling Partners, fostering loyalty across our diverse community. Within SPS, Selling Partner Support (SP-S) strives to make Amazon the best platform for partners worldwide. We handle Selling Partner contacts efficiently, leveraging our knowledge to enhance support interactions.

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The Connect with a Specialist (CWS) team addresses complex issues, excelling in reducing seller pain points and building trust. We collaborate across Selling Partner Services to deliver a world-class experience for our sellers. The CWS Team is currently seeking individuals who are deeply committed to Seller satisfaction, results-driven, and adept at stakeholder management. The ideal candidate will possess exceptional problem-solving skills and a discerning judgment. In this role, you will be responsible for providing specialized support, guidance, and resolution for challenging contacts requiring a higher level of expertise to address Selling Partner issues effectively. This encompasses taking ownership of high-visibility escalations that pose potential PR/Legal risks for Amazon and cannot be resolved through documented solutions alone.

Beyond troubleshooting, the role involves fostering an active and collaborative community, promoting information exchange among peers and Selling Partners through various communication channels. Your responsibilities will extend to removing roadblocks to resolution, innovatively designing solutions that align with the Selling Partner's needs while considering business constraints. We are looking for a proactive and strategic thinker to contribute to the success of the CWS Team and enhance the overall Selling Partner experience.

In our collaborative work environment, we highly value individual expression, respect diverse opinions, and actively contribute to a culture where every team member can fully participate. Our collective strength lies in the unique backgrounds and perspectives we bring, enhancing our ability to fulfill Amazon's mission of becoming Earth's most customer centric company.

Key job responsibilities

Selling Partner Support

• Investigate and address Selling Partner inquiries through direct, personalized communication via phone calls and chats, with some follow up email work.
• Collaborate with Selling Partners to understand their concerns and provide effective resolutions, ensuring a positive customer experience.
  
  

Pattern Recognition And Problem-Solving

• Analyze Selling Partner anecdotes to identify recurring patterns and contribute insights for upstream problem-solving.
• Play a key role in the development of innovative resolution paths and support models to enhance overall service efficiency, both within CWS and in our core teams.
  
  

Business Guidance And Resolution

• Provide clear resolutions to Selling Partners, addressing existing business problems and offering strategic, informed, and specialized guidance.
• Collaborate on solutions that contribute to more optimal outcomes, aligning with shared account goals and objectives.
  
  

Risk Identification And Recommendations

• Identify and communicate potential risks and obstacles related to current Marketplace processes, initiatives, and system issues affecting Selling Partners.
• Collaborate with internal business stakeholders to provide well-informed recommendations for corrective actions and improvements.
  
  

About The Team

As dedicated advocates for Amazon Selling Partners, we identify and address issues impacting their platform experience. By collaborating with stakeholders, we strategically eliminate pain points to enhance seller satisfaction. Our efforts extend beyond problem-solving, as we conduct root cause analyses, rectify defects, and implement preventive measures. Serving as the last line of support, we focus on improving the seller experience. We take pride in going above and beyond to ensure positive resolutions and contribute to the continuous improvement of sellers' long-term experience on Amazon.

Basic Qualifications

• 2+ year of experience working with external customers within a contact center environment
• Proven ability to demonstrate empathy with Selling Partners or Customers and tailor solutions to meet their unique needs
• Proven ability to conduct in-depth analysis of issues at a Selling Partner or Customer level and provide actionable recommendations
• Exceptional communication abilities, both written and verbal, to foster seamless interaction with stakeholders at all levels, including our Selling Partners
• Proficiency in computer and internet usage, including the ability to troubleshoot basic level computer, browser, and software related issues. Proficiency in MS Office applications, particularly Excel, and experience with web browsers such as Mozilla Firefox and Chrome
  
  

Preferred Qualifications

• 3+ year of experience working with external customers within a contact center environment
• Demonstrated success in enhancing relationships and providing effective support to Selling Partners or Customers
• History of working with online businesses, providing direct support and business expertise while also balancing needs and expectations of the end Customer Experience
• A track record of working independently in a remote environment, showcasing self-motivation, and a proactive approach to responsibilities and performance expectations
• Ability to consider each situation's unique circumstances to make the right decision; being able to understand when policies or processes negatively affect Seller, Customer, or Business experiences and should be improved, along with a proven history of process improvement experience
• Ability to handle high-pressure situations and prioritize tasks effectively to meet deadlines
• Ability to make well-informed decisions in a fast-paced environment
• Ability to navigate and thrive in a dynamic work environment
  
  

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.