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Selling Partner Support Associate with Arabic and English Job Summary
Amazon 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 continues to grow
and evolve as a world-class e-commerce platform.
To expand the selection of products available to customers Amazon engages with Sellers & Vendors who offer their catalog of
products on Amazons’ global eCommerce platforms. The Selling Partner Support (SPS) team acts as the primary interface between
Amazon and its Selling Partners. We obsess over providing world class support, technical assistance and account management
services to our global partners. We strive to predict the Vendors & Sellers’ needs, create innovative self-help tools and provide
solutions to help our partners better serve their customers and grow their businesses.
The SPS Associate is an advocate for the perfect Seller interaction. By serving as the first resolution point for Sellers & Vendors
diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions
for our Selling Partners. As a subject matter expert in several platforms and specialties, SPS Associates will educate Sellers &
Vendors on processes, tools, and standards in real-time.
This role requires the ability 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 are key requirements for this role.
Responsibilities Include, But Are Not Limited To
Supporting Amazons Selling Partner’s to solve any incoming issues via 3 channels of communication (Phone, Email &
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 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 KPIs like Quantity & Quality, Resolution Rate, Transfer Rate etc.
Open to collaborating with various stakeholders like Resolver Groups, Account Managers etc.
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 training sessions, and learn product details and key selling points of products and technologies. SPS participates
in several initiatives to increase Seller listings and updates of catalogs in advance of peaks.
Any other duties and special projects as directed by management in keeping with the employees skills and experience
Multilingual support: fluency in Arabic and English communication is essential
Ability to work shifts and open to 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 on the KPI’s and metrics
Maintains a strong customer focus with the ability to build lasting relationships with customers and ensure they feel
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 and collaboration with all stakeholders.
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.
What we Offer
Selling Partner Support at Amazon provides candidates with an opportunity to join a diverse, multicultural team with direct
partnerships across extensive worldwide locations. Amazon and Selling Partner Support pride ourselves on growing talent and
leadership from within, offering multiple career paths in areas such as people management, program management, technical
support, HR, training and development and workforce planning.
Roles within Seller Support at Amazon offer candidates the opportunity to grow and develop skills such as mentorships, coaching,
negotiation, process improvement, account management, data analysis, presentation and communication all while contributing to
our vision of creating and sustaining a culture of approachable excellence that delivers a remarkable and reproducible Sellers’
Amazon Staff Discount of 10%
Fully paid induction and training
Career Progression Plan
Language – Fluent Arabic and English is essential
Completed a 4 year college degree
Military exemption\ completion\ 3 years postpone
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
2 years’ experience within a customer service environment in a Multinational call centre
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
Demonstrates effective communication, composure, and professional attitude
Experience with serving customers from a work from home environment
Company - Souq.com for E-Commerce LLC