Seller Support Associate

Description

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 3rd party sellers. We obsess over providing world class support to 3rd party Sellers on the Amazon platform. We strive to predict the Seller'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 Seller Support Associate provides candidates with an opportunity to join a diverse, multicultural team with direct partnerships across 11 worldwide locations. Amazon and Seller Support pride ourselves on growing talent and leadership from within, the Seller Support 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 Seller 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 Seller Support 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 Seller Support Associate acts as the primary interface between Amazon and our 3rd party sellers, providing phone and e-mail support in the English and Tamil language governed by internal service level agreements. The Seller Support Associate will be responsible for providing timely and accurate operational support to 3rd party Sellers 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.

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 sellers. Willingness to work to high performance targets as well as an inquisitive and improvement-based approach to work are critical competencies for this role. The Seller Support Associate demonstrates end to end ownership of every seller interaction and couples this with proactive problem solving to provide exceptional support to sellers.

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.

• 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.
  
  

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 Tamil and English Language. Fluency in these languages are must.
• Ability to handle inbound and outbound calls along with email support in Tamil and English
• 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 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.
  
  

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

• Must be able to speak both English and Tamil
  
  

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.


Company - ADCI - Tamil Nadu

Job ID: A3082916