Description

　　SHIFT REQUIREMENTS: Sunday-Thursday/Tuesday-Saturday or weekend schedules including graveyard shifts available and will be offered based on business needs.

　　Work Location: Currently, our facilities are located in San Jose, Calle Blancos, as well as positions 100% from home depending on business needs.

　　• Important Note: Shifts cannot be changed after confirmation by the Recruiting team. Schedule changes can be requested after 90 days in the company and will be approved based on business needs.

　　Skills/Competencies & Requirements:

　　• Comfortable working in a high-volume environment with the ability and flexibility to adapt to change effectively.

　　• Maintains a strong customer focus, ensuring the customer feels supported and valued.

　　• Multitasking: ability to handle phone, chats and email contacts in tandem with each other.

　　• Demonstrates effective, clear and professional written and oral communication.

　　• Excellent verbal and written communication skills, inspiring confidence while leading customers through the various steps to resolve issues via phone, chats and email channels.

　　Key job responsibilities

　　Responsibilities include, but are not limited to:

　　• Supporting Amazons Selling Partner’s to solve any incoming issues via 3 channels of communication (Phone, Email & Chat) in Spanish and English languages.

　　• Being able to work under pressure, 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.

　　• Documenting all Selling Partner interactions and information according to standard operating procedures in the system.

　　• Ability to troubleshoot and provide product guidance and support to all Amazons Sellers, Brand owners and Vendors.

　　About the team

　　In Selling Partner Support, we support businesses (Sellers, Brand owners & Vendors) who sell their products through our Amazon marketplace platform, helping them to reach consumers both locally and globally. Our SPS Associates support our Sellers, Brand owners and Vendors by serving as the first resolution point, diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions.

　　We are ‘Customer Obsessed’ and strive for the perfect customer interaction every time. You need 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 is desired.

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

　　San Jose, CRI

　　Basic Qualifications

　　Language: Fluent in English, Spanish Technical (Computer) skills is a must. Knowledge of Microsoft Office applications including, but not limited to Word and Excel and the ability to navigate internet browsers including, but not limited to, Internet Explorer and Mozilla Firefox.

　　Being able to escalate systemic and process defects identified.

　　Strong prioritization and time management skills, with a high degree of flexibility.

　　Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.

　　Excellent performance record, particularly with regard to quality & productivity.

　　Preferred Qualifications

　　6 + months experience within a customer service /contact center environment would be an advantage.

　　Business acumen in areas of e-commerce and retail is advantageous.