Job Description

DESCRIPTION SHIFT REQUIREMENTS: Rotating shifts Monday - Sunday, ranging from 6 AM to 9 PM IST WORK LOCATION: Home Based in Ireland. 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. 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 Cork You will be joining our office-based teams, where you can enjoy our state-of-the-art facilities featuring two floors of modern, upscale interiors, company subsidized canteen, onsite parking, showers, and conveniently close to the airport, public transport and the city. • 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 Ireland, 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 remotely up to 30% of the time (with additional policies in place for existing office-based employees to be considered for remote work in excess of 30%) BASIC QUALIFICATIONS • Bachelor’s Degree or equivalent work experience • Language – Must be proficient in English and Italian • 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 PREFERRED QUALIFICATIONS • Contact centre experience • Experience with serving Customers from a work from home environment Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).