Escalation Process Specialist (Turkish Speaker), MENAT SAS

Amazon; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading eCommerce firm is seeking a Turkish-speaking EPS associate. The role involves resolving seller escalations, identifying process gaps, and collaborating across teams to improve seller experience. Candidates should have strong analytical skills and at least 3 years of experience in eCommerce. Excellent communication in English is essential. This position is based in Dubai, UAE and works in a dynamic environment.

Qualifications

• 3 years of process improvement experience in eCommerce.
• At least 1 year of Program and/or Project Management experience.
• Creative, with initiative and can advocate on behalf of the customer.

Responsibilities

• Resolve complex issues directly raised by Seller escalations.
• Proactively identify process gaps impacting Seller.
• Collaborate with partner teams for escalations resolution.
• Support account managers to ensure sellers appeals are addressed within SLAs.

Skills

Fluency in Turkish

Excellent written and oral communication (English)

Strong analytical skills including Microsoft Excel

Customer-focused

Ability to thrive in an ambiguous environment

Education

BA/BS degree or equivalent experience

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 sellers account health.

Key Job Responsibilities

• Seller enforcement related escalations freeing up AM bandwidth to focus on strategic advisory.
• Identify and address seller/account manager knowledge gaps.
• 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 sellers 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 worldclass 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.

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.
• 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, with initiative and can constructively advocate on behalf of the customer
• ECommerce or Retail experience preferred

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Required Experience: Unclear Seniority