Amazon Support Advocate for Sellers
1 month ago
Selling Partner Support at Amazon is a team dedicated to providing world-class support to third-party sellers. We strive to predict and meet the needs of our sellers, creating innovative solutions to help them better serve their customers.
The Associate Advisor role is an advocate for the perfect seller interaction. By serving as the first point of contact for Seller Support Associates, you will assist in diagnosing technical issues and propose solutions that enable resolutions for sellers.
This role requires strong customer focus, process improvement skills, and the ability to multitask using various software tools to navigate seller accounts and communicate effective solutions.
Key Responsibilities:
- Responds to Associate support requests in real-time, providing education to achieve first contact resolution and a remarkable seller experience
- Identifies seller and associate barriers, provides solutions, and drives change through business improvement initiatives
- Drives opportunities for efficiency through daily floor observations
- Serves as the first point of contact for all Seller escalations
- Conducts Seller interaction audits with associates and provides technical and process coaching to improve performance
- Provides direction and coaching in relation to schedule adherence, AUX coding, and lobby management
- Maintains a positive and professional demeanor, effectively managing sensitive issues
BASIC QUALIFICATIONS
- Education: High School qualification required, 3rd level qualification preferred
- Language: Fluent English and Japanese
- Minimum of 6 months' experience with Amazon or 18 months in a customer service environment, experience within a contact center preferred
- Subject matter expert in more than one Amazon platform and/or specialty
- Demonstrates ability to drive process improvement using Kaizen principles
- Working knowledge of the trouble ticketing process in relation to Seller Support
PREFERRED QUALIFICATIONS
High energy and passion for technical and process proficiency, with a drive to be a relentless advocate for the seller and associate experience.
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