Escalation Process Specialist (Turkish Speaker), MENAT SAS

Souq.com FZ LLC; Dubai; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Turkish Speaking EPS Associate to enhance seller experience on their platform. This dynamic role involves managing escalated enforcement issues, collaborating with various internal stakeholders, and driving process improvements. The ideal candidate will possess strong communication skills and a customer-focused mindset. You'll work closely with Sellers and Account Managers to identify and resolve issues, ensuring compliance with SLAs and enhancing overall seller satisfaction. Join a diverse team committed to empowering third-party sellers and delivering exceptional results for customers.

Qualifications

• 3+ years of process improvement experience in eCommerce.
• At least 1 year of Program and/or Project Management experience.

Responsibilities

• Resolve complex issues raised by Seller escalations.
• Collaborate with partner teams for escalations resolution.

Skills

Fluency in Turkish

Process Improvement

Project Management

Analytical Skills

Excellent Communication

Education

BA / BS degree

Tools

Microsoft Excel

Job description

MENAT SAS team is looking for a Turkish Speaking EPS associate capable of working in a dynamic environment focused on addressing TR Sellers escalated enforcement issues. In this role, you will deep dive escalations and work with a broad group of internal stakeholders globally (e.g. sales, marketing, seller support, etc.). You will also work with Sellers and Account Managers (AMs) directly to collect insights that prove as blockers for seller's account health.

The ideal candidate should possess strong functional and communication skills. They should have the ability to deep dive and co-relate Selling Partner escalations to scale long term solutions and work closely with Sellers and AMs to own responses to Sellers. They should demonstrate a high level of ownership, as they would contribute to Seller experience on the Amazon platform.

Key job responsibilities

An EPS directly manages i) Seller enforcement related escalations freeing up AM bandwidth to focus on strategic advisory, ii) identify and address seller / account manager knowledge gaps, and iii) engage external teams who drive overall process improvements.

Roles and Responsibilities :

• Resolve complex issues directly raised by Seller escalations.
• Proactively identify process gaps impacting Seller and solve them at scale using technology and processes.
• Collaborate with partner teams for escalations resolution with an aim to improve seller experience.
• Liaise with other internal departments as required to resolve Seller issues and questions.
• Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
• Provides support to account managers to ensure seller`s appeals are being addressed within SLAs and that SOPs are being followed correctly with focus to detect and report broken processes / dead ends by identifying patterns across unsuccessful seller escalations

About the team

The MENAT Strategic Account Services (SAS) team works with various Amazon teams to help the growth of third party sellers of all sizes and serve our customers leveraging world-class tools and services. The team works with cross country / cross business function units such as technology, processes and business to grow the program and improve Selling Partner engagement and satisfaction.

BASIC QUALIFICATIONS

• Fluency in Turkish
• BA / BS degree, or equivalent experience including 3+ years of process improvement experience in eCommerce
• At least 1 year of Program and / or Project Management
• Demonstrated success exceeding goals
• Sound business judgment, proven ability to influence others, and very detail oriented
• Ability to prioritize and manage multiple responsibilities
• Always does what is right for the customer—relentlessly customer-focused
• Excellent written and oral communication (English); able to express thoughts logically and succinctly.

PREFERRED QUALIFICATIONS

• Ability to work with legal, product, and internal business owners to reach mutually beneficial agreements
• Strong analytical skills including Microsoft Excel
• Ability to thrive in an ambiguous environment
• Creative, has initiative, and can constructively advocate on behalf of the customer
• E-Commerce or Retail experience preferred

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