|***HARD START DATE IS 5/31***
***REGULAR SHIFT WILL BE SUN-SAT***
***4 FRENCH – ENGLISH POSITIONS
***4 ITALIAN – ENGLISH POSITIONS
***8 GERMAN – ENGLISH POSITIONS
***CANDIDATES NEED TO BE FLUENT IN ENGLISH AND ONE OF THE LANGUAGES ABOVE. FLUENT = READING AND WRITING
Overview: Seller Support 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 Seller Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world class support to Merchants selling on the Amazon platform. We strive to predict the Seller’s needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
Position Description: Seller Support Associate
LANGUAGE REQUIREMENTS: German & English-Written & Verbal
SHIFT REQUIREMENTS: Sun-Sat
The Seller Support Associate 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.
Summary of Responsibilities
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.
Builds Platform and business knowledge to better serve sellers
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 knowledge 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.
Basic Qualification/ Knowledge and Skills
Education: High school
Experience within a customer service environment
Technical (Computers & Internet) savvy is required.
Desired skill-sets include MS Office Application Excel and Internet Explorer / Mozilla Firefox.
Qualification/ Knowledge and Skills
Desire to expand skills into new areas.
Business acumen in areas of e-commerce and retail.
Committed seller 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
Tell me about your team and how this resource will fit in? This resource will meet the language support required for the support in need.
Project Description (include why the need exists)” Amazon Global Selling (hence the language need)
Responsibilities/Deliverables that the resource will be responsible for? Providing world class support of our Sellers in written and verbal form of desired language
What does a typical work day entail? (Overtime, schedule, etc.?) Remote work? OT does exist from time to time and remote work is not available for this role.
Can you describe the team culture in your department? Culture of learning, high levels of ownership with pristine communication skills. We have fun, we work hard and we learn more each day.
Length of Assignment? Is there any possibility the project could go longer? No end date – FT conversion opportunities post 90 days
Is your goal to consider this candidate for FTE status yes.
What are the must have skills you are looking for in this contingent worker? As mentioned above, pristine communication in verbal and written forms with an inquisitive business sense.
What are the soft skills or leadership principles that you believe candidates must possess to be successful in this position? Ownership, Bias for Action, Dive Deep (to provide business insight), Learn and Be Curious and Deliver Results
Do you have any particular companies or industries that you would like the candidate to have previous experience in? Contact Center – retail – customer facing – internet industries –
How do you want to conduct interviews? (Phone, face to face, panel) 2 Face to face 2 interviews – on site 45 mins each session