Seller Support Associate - English

SELLER SUPPORT ASSOCIATE - ENGLISH

Working Conditions:

• Candidate must be physically based in Cebu.
• Weekly Off: Rotational two- consecutive day off (it is a 5-day working week with 2 consecutive days off.
• Willing to interact with Seller over calls/email/chat depending on the business need.
• 5 days’ work week (flexible with working hours and workdays on Saturdays/Sundays and/or holidays).
• Currently on 24/7 shift depending on business requirement, must be willing to report night shift.
• 2 weeks minimum training onsite at our office in Cebu IT Park then transition to remote set-up if eligibility requirement is met.
• During Training, no leaves are allowed; strict attendance compliance is required.
• Ability to have infrastructure to support WFH when necessary if activated
• During the Training & Transition, no leaves are allowed.

WFH Requirements:

• Dedicated work space at home, free from background noise where you can connect to the internet and work on your deliverables.
• Should have a readily available postpaid (wired) fiber internet connection with a minimum speed of 200 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 internet and power back up in case of connectivity/power outages.

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.

• The Seller Support Associate demonstrates end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers.
• Demonstrates effective, clear and professional written and oral communication.
• 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.
• 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 Seller's issues and questions.

• High School graduate with at least 3 years of BPO experience or College graduate with at least 1 year of BPO experience
• Should be willing interact with Seller over calls/email/chat depending on the business need.
• Excellent written/spoken English skills with an ability to compose grammatically correct, concise and accurate written responses
• Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers
• Demonstrated ability to work independently and make complex decisions with little to no guidance
• Excellent organizational and problem solving skills
• Exceptionally strong customer handling and conflict resolution skills with a keen focus on quality and customer experience.
• Demonstrated ability to analyze problems logically
• Self-disciplined, diligent, proactive and detail oriented
• Effective prioritization of work time to ensure productivity, fulfill department standards for time spent and individually prioritize multiple tasks of competing urgency
• Strong ability to exceed expectations with regard to performance and individual contribution · Ability to maintain high levels of confidentiality and data security standards
• Passionate commitment to Amazon's emergence as the world's most customer-centric company

• 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.

If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.