Seller Support Associate

Purpose and Overview

The purpose of this job description is to attract highly qualified candidates for the position of Seller Support Associate. As a growing company, we are seeking an individual who can contribute their expertise and passion to our team. The Seller Support Associate will play a crucial role in providing support to our sellers and ensuring their success on our platform.

• 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, Business Teams, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.

Responsibilities

• Respond to Seller Queries via Phone, Chat and Email
• Handle queries from sellers across the world in their time zone
• Follow available guidelines while handling contacts to ensure seller experience
• Demonstrates effective, clear and professional written and oral communication in English and Hindi Language. Fluency in these languages a must.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

A day in the life

• Ensure Tools and resources are working before handling a contact
• Follow guidelines while responding to seller queries
• Highlight issues through available mechanisms

Requirements

Basic Qualifications

• 1+ years of customer service experience
• 1+ years of driving process improvements experience
• Speak, write, and read fluently in English
• Experience with Microsoft Office products and applications
• Experience with Excel
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

Preferred Qualifications

• Candidates should have a passion for positive seller experience.
• Other than English and Hindi language proficiency, Telugu proficiency is preferred

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.

Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world.

Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind.

You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.