Description

　　SPS Associate at AMAZON

　　Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The SPS Associate team acts as the primary interface between Amazon and Selling Partners. We obsess over providing world class support to Selling Partners on the Amazon platform. We strive to predict the Selling Partner's needs before they recognize they may need our support, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

　　The role of the SPS Associate provides candidates with an opportunity to join a diverse, multicultural team with direct partnerships across 11 worldwide locations. Amazon and Selling Partner Support pride ourselves on growing talent and leadership from within. The SPS Associate role is an exciting entry point into an organization with endless career opportunities. Candidates should expect to spend their initial 12-18 months learning the Selling Partner Support business, perfecting their technical skills and customer advocacy as well as learning new skills such as mentorship, coaching, negotiation, process improvement and account management as they identify the next step in their career path with Amazon. Historically SPS Associates have progressed their careers with Amazon in areas such as editorial, data analysis, workflow & capacity planning and training as well as leadership roles i.e. team leads, supervisors and managers.

　　Virtual Contact Center (VCC) associates are expected to work from a home location approved by Amazon for all scheduled hours. The home location is as mentioned at the top of the JD, and associates are expected to be at this location on the date of joining. It is the responsibility of the associates to ensure uninterrupted internet connectivity and work- like environment at home location so that associates can deliver their best in terms of productivity and quality.

　　The SPS Associate acts as the primary interface between Amazon and Selling Partner, providing phone, chat and e-mail support in the English language governed by internal service level agreements. The SPS Associate will be responsible for providing timely and accurate operational support to Selling Partners 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 SPS Associate is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment.

　　Ideal Candidate Profile

　　High energy, solution focused with a passion for customer service. The ideal candidate will demonstrate keen logical thinking and analytical skills, with the ability to understand and empathize with Selling Partners. Willingness to work on high performance targets as well as an inquisitive and improvement-based approach to work are critical competencies for this role. The SPS Associate demonstrates end to end ownership of every Selling Partner interaction and couples this with proactive problem solving to provide exceptional support to Selling Partners.

　　Shifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement.

　　Weekly Off: Rotational two-consecutive day off (it is a 5-day working week with 2 consecutive days off.

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

　　• Ability to use a desktop/Laptop and familiarity with Internet Browsers, Windows OS, Microsoft Outlook and MS Office.

　　• Home environment free from background noise where you can connect to the internet and work on your deliverables.

　　• Should have a good internet connection with a minimum speed of 20 MBPS or better and should have at least 100 GB data from a reliable provider.

　　• Should have access to mobile phone at all times from a reliable provider.

　　• Should have power back up in case of power shut down.

　　• Candidates who are based in Chennai should apply

　　Ergonomic Furniture: In Amazon we care about your health hence suggest that all employees have an ergonomic chair and desk at their workspace.

　　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.

　　Key job responsibilities

　　• Demonstrates effective, clear and professional written and oral communication in English Language.

　　• Ability to handle inbound and outbound calls along with email support in English Language,

　　• Candidates should be living or willing to relocate to Chennai and work remotely within the City limits.

　　• Candidates should have Fixed Line internet (High-speed broadband) and Power back to support for the duration of his/her Shift time.

　　• Provides prompt and efficient service to Amazon Selling Partner including the appropriate escalation of Selling Partner' issues. Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

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

　　• 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 Selling Partner's issues and questions.

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

　　Virtual Location - TN

　　Basic Qualifications

　　Education: Any Graduation (other than BE, BTech and MBA Freshers) Language: English

　　Technical (Computers & Internet) savvy is required.

　　Committed Selling Partner advocate, drive process & tool improvements.

　　Enthusiasm and strong self-motivation.

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

　　Embrace constant change with flexibility and good grace.

　　Demonstrate appropriate sense of urgency for contact response time in the face of variable workflow.

　　Demonstrates effective communication, composure, and professional attitude

　　Exemplary performance record, particularly with regard to quality & productivity

　　Desired skill-sets include MS Office Application Excel and Internet Explorer / Mozilla Firefox.

　　Preferred Qualifications

　　Experience within a customer service environment preferred. Desire to expand skills into new areas.

　　Business acumen in areas of e-commerce and retail.