Description

　　Note: Candidate must be authorized to work in Philippines without sponsorship

　　Working Conditions:

　　• Semi-voice role (Current is non-voice but may change in the future)

　　• 5 days’ work week (flexible with working hours and workdays on Saturdays/Sundays and/or holidays)

　　• Currently on normal shift hours but might shift to night shifts depending on business requirement.

　　• Alternative start-end times subjected to business needs and changes

　　• During the first four months (Training & Transition) no unplanned leaves are allowed.

　　Trouble Ticket Triage Team (T4) is a specialized team within Selling Partner Support that focuses on reviewing tickets created by SPS associates related to Selling Partner issues. T4 associates provides the issue resolution on these tickets or reassign them to the appropriate Resolver Groups (RGs) post validating ticket accuracy and completeness of information.

　　We are looking to hire Seller Support Associate for our T4 team who will acts as the primary interface between Amazon and our business partners. The Seller Support Associate will be responsible for providing timely and accurate operational support to Merchants selling on the Amazon platform. The successful candidate has an immediate, distinct effect on the experience of customers of Amazon, making a strong record of customer focus a high standard for the role. A Seller Support Associate is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for phone and/or email cases.

　　Key job responsibilities

　　This includes, but is not limited to:

　　• The Seller Support Associate demonstrates end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers.

　　• Identify process/documentation/tooling gaps and work with the process owners to bridge these gaps in order to reduce the related tickets/contacts.

　　• Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers' issues.

　　• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

　　• 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 channel including improvement suggestions.

　　• Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions.

　　We are open to hiring candidates to work out of one of the following locations:

　　Pasay City, PHL

　　Basic Qualifications

　　• Minimum a High School Diploma/College graduate or have experience in the BPO industry for a minimum of 3 years.

　　• Excellent written/spoken English skills with an ability to compose grammatically correct, concise and accurate written responses

　　• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

　　• Demonstrates effective, clear and professional written and oral communication

　　• Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers

　　• Strong ability to exceed expectations with regard to performance and individual contribution

　　• Ability to maintain high levels of confidentiality and data security standards

　　Preferred Qualifications

　　• Technical (Computers & Internet) savvy is required. Business acumen in areas of e-commerce and retail.

　　• Desired skill-sets include MS Office Application (Excel, Outlook, Word) and Internet Explorer / Mozilla Firefox.

　　This job posting requires the following activities to assess needed competencies for the role:

　　Work-Simulation Assessment

　　Communication Skills Assessment (Hiring Branch)