Escalation Process Specialist (Turkish Speaker), MENAT SAS

Amazon; Dubai; On-site; AED 183,000 - 258,000; Full time

Job summary

A leading eCommerce platform in Dubai is looking for a Turkish-speaking EPS associate to resolve seller escalations and improve processes. This role requires fluency in Turkish and at least three years of experience in process improvement within eCommerce. You will collaborate with various internal teams to enhance seller experiences and resolve complex issues. Candidates should possess strong analytical skills and project management experience, focusing on delivering customer satisfaction.

Qualifications

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

Responsibilities

• Resolve complex issues directly raised by Seller escalations.
• Proactively identify process gaps impacting Sellers.
• Collaborate with partner teams for escalation resolution.

Skills

Fluency in Turkish

Excellent written and oral communication

Strong analytical skills

Process improvement

Project Management

Education

BA/BS degree or equivalent experience

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 sellers account health.

Key Job Responsibilities

• Resolve complex issues directly raised by Seller escalations.
• Proactively identify process gaps impacting Sellers and solve them at scale using technology and processes.
• Collaborate with partner teams for escalation 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.
• Provide support to account managers to ensure seller appeals are being addressed within SLAs and that SOPs are followed correctly, with a focus on detecting and reporting 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 and 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, has initiative and can constructively advocate on behalf of the customer.
• eCommerce or Retail experience preferred.

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Required Experience:

Unclear Seniority