Office Based Selling Partner Associate, Amazon

• SHIFT REQUIREMENTS: Rotating shifts including Sunday - Saturday, ranging from 7 AM to 10 PM CET
• Comfortable working in a high-volume environment with the ability and flexibility to adapt to change effectively
• Ability to work against and deliver in a target and metric driven environment with high productivity and quality standards
• Maintains a strong customer focus, ensuring the customer feels supported and valued
• Ability to actively listen and to identity customer needs with an empathic approach
• Demonstrates the ability to identify and drive process improvements
• Fosters a positive and cooperative team environment at all times
• Multitasking: ability to handle phone, chats and email contacts in tandem with each other
• Demonstrates effective, clear and professional written and oral communication
• Excellent verbal and written communication skills, inspiring confidence while leading customers through the various steps to resolve issues via phone, chats and email channels
• Enthusiasm, highly self-motivated and a willingness to learn new skills
• Bachelor’s Degree or equivalent work experience
• Language – Must be proficient in English and Dutch
• Minimum of 6 months experience in a customer service environment
• PC Skills: Experience working with Operating systems (Windows) and using Office Suites( Microsoft Word, Outlook)
• Technical Skills: Basic working knowledge of spreadsheet software such as Excel and the ability to use communication and collaboration tools with ease
• Demonstrates effective communication, composure, and professional attitude
• Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
• Contact centre experience

Desirable

• In Selling Partner Support, we support businesses (Sellers & Vendors) who sell their products through our Amazon marketplace platform, helping them to reach consumers both locally and globally
• Our SPS Associates support our Sellers and Vendors by serving as the first resolution point, diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions
• You need to multi-task utilizing a wide variety of software tools to navigate various Selling Partner Accounts, research and review policies and communicate effective solutions
• Supporting Amazons Selling Partner’s to solve any incoming issues via 3 channels of communication (Phone, Email & Chat)
• Managing high volumes of inbound and outbound calls, emails and chats in a timely manner
• Identifying customers’ needs, clarify information, research every issue and providing solutions
• Exemplifying Amazons Leadership Principle for Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact
• Building sustainable relationships and engaging customers by going the extra mile
• Ability to oversee and achieve various productivity and quality targets and metrics
• Open to collaborating with various internal stakeholders and teams
• Documenting all Selling Partner interactions and information according to standard operating procedures
• Ability to troubleshoot and provide product guidance and support to all Amazons Sellers and Vendors
• Attend regular training sessions, and learn product details and key selling points of products and technologies
• Any other duties and special projects as directed by management in keeping with the employee’s skills and experience
• Ability to work shifts and weekends to accommodate Amazon´s opening hours, 7 days a week” To note, the shifts cannot be confirmed prior to joining Amazon as they are not determined until after the training period