Office Based Selling Partner Associate (Arabic and English), Seller Support

Basic Qualifications • Bachelor's Degree or equivalent work experience •
Language - Must be proficient in English and target language outlined in the
title of this job advertisement • 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
SHIFT REQUIREMENTS: Rotating shifts Sunday - Thursday, ranging from ‎6 AM to ‎8
PM
WORK LOCATION: This role provides an option to work either:

‎1) Office-based at our premier office facility in Maadi Technology Park,
Etisal Building MB4 - 4th Floor, Cairo -Egypt. All of our office-based roles
provide additional flexibility for occasional work from home, or

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.

We are 'Customer Obsessed' and strive for the perfect customer interaction
every time. 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. The successful candidate will have a
commitment to driving excellence in Associate and Selling Partner experience.
A strong record of customer focus and a keen interest in process improvement
is desired.

Key job responsibilities
Responsibilities include, but are not limited to:
* 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.

Skills/Competencies & Requirements
* 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.

About the team
Join our Amazon Family in Spain

You can choose to join our office-based teams, where you can enjoy our state-
of-the-art facilities featuring eight floors of modern, upscale interiors,
company subsidized canteen, close to shopping, restaurants and public
transport. Alternatively, you can join one of our home-based teams, and still
be part of the Amazon culture by collaborating with team members remotely via
video, and engaging in a range of virtual engagement activities.
* Candidates join a diverse, multicultural and global team.
* Amazon and Selling Partner Support pride ourselves on growing talent and leadership from within, offering multiple career paths.
* Private Healthcare Plan
* Amazon Staff Discount of ‎10%
* Join one of our many Amazon community & Affinity groups
* Employees can work remotely outside of Spain, from almost anywhere in the world (with some exceptions) for up to ‎10 working days per year.
* Office based Employee only: Our Amazon SPS Associates are able to work from home up to ‎30% of the time (with additional policies in place for existing office-based employees to be considered for work from home in excess of ‎30%)

Preferred Qualifications • Contact centre experience • Experience with serving
Customers from a work from home environment