SPS Associate, ASSR

Amazon; Karnataka; On-site; INR 300,000 - 420,000; Full time

Job summary

Amazon in India is seeking a Seller Support Onboarding Associate to act as the primary interface between Amazon and our business partners. You will onboard new selling partners to the amazon.in platform and provide timely operational support to 3rd party sellers, primarily via phone calls and emails.

The role emphasizes delivering excellent customer service, resolving issues promptly, and maintaining high service levels while working in a 24/7 shift environment.

Qualifications

• Excellent written and verbal communication in English and Hindi.
• Effective, clear and professional written and oral communication.
• Prompt and efficient service to Amazon Sellers and Merchants including appropriate escalation of issues.
• Maintains a positive and professional demeanor.
• Strong time-management skills and ability to work independently.
• Contributes to a positive team environment and helps teammates with difficult contacts.
• Maintains performance metrics such as quality, productivity, first contact resolution, and attendance.
• Liaise with other departments to resolve issues and questions.

Responsibilities

• Interact with sellers via phone and email under SLA.
• On-board new selling partners to the amazon.in platform.
• Provide timely and accurate operational support to 3rd party sellers.
• Guide sellers on platform onboarding and resolve issues.
• Escalate issues as needed.
• Collaborate with cross-functional teams to address seller questions.

Skills

Excellent written and verbal

Fluent in Hindi

Customer service experience

Time management

Team player

MS Office

Excel

Data interpretation

Education

Any Graduation

Tools

MS Office

Excel

Job description

DESCRIPTION

Job summary:

The Seller Support On boarding Associate acts as the primary interface between Amazon and our business partners.

Associate are dedicated towards helping new seller get on-boarded on A.IN platform, the success measure is not just launching seller but more focused on how do we enable them to be successful on A.IN platform. The Seller Support Associate will be responsible for providing timely and accurate operational support to Merchants selling on the Amazon platform. The successful candidate has an immediate, distinct effect on the experience of customers of Amazon, making a strong record of customer focus a high standard for the role. A Seller Support on Boarding Associate is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for phone and/or email cases.

Key Job Responsibilities

SHIFT REQUIREMENTS (24/7) The Seller Support Onboarding Associate acts as the primary interface between Amazon and our 3rd party sellers, providing phone and/or e-mail support governed by internal service level agreements.

The Seller Support Onboarding Associate will be responsible for on-boarding New Selling partners to the Amazon .IN platform and also providing timely and accurate operational support to 3rd party Sellers on the Amazon platform.

This is a purely calling-based role where the employee connects with sellers daily over the phone to guide and onboard them onto the platform.

The successful candidate has an immediate, distinct effect on the experience of customers of Amazon, making a strong record of customer focus a high standard for the role. A Seller Support on Boarding Associate is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment.

Basic Qualifications

Candidate should be a full-time graduate (not diploma/distance learning)

Education: Any Graduation

• Excellent written and verbal communication. Along with English, this role also requires communicating in Hindi fluently .
• Demonstrates effective, clear and professional written and oral communication.
• Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers' issues.
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
• Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions.

Preferred Qualifications

• Language: English and Hindi
• Experience within a customer service environment preferred. Desire to expand skills into new areas.
• Technical (Computers & Internet) savvy is required. Business acumen in areas of e-commerce and retail.
• Committed seller advocate, drive process & tool improvements.
• Enthusiasm and strong self-motivation.
• Strong prioritization and time management skills, with a high degree of flexibility.
• Embrace constant change with flexibility and good grace.
• Demonstrate appropriate sense of urgency for contact response time in the face of variable workflow.
• Demonstrates effective communication, composure, and professional attitude
• Exemplary performance record, particularly with regard to quality & productivity
• Desired skill-sets include MS Office Application Excel and Internet Explorer / Mozilla Firefox.

Basic Qualifications

Basic qualifications:

• Excellent written and verbal communication. Along with English, this role also requires communicating in Hindi.
• Demonstrates effective, clear and professional written and oral communication.
• Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers' issues.
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
• Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions.

Preferred Qualifications

Preferred qualifications: Education: Any Graduation Language: English and Hindi

• Experience within a customer service environment preferred. Desire to expand skills into new areas.
• Technical (Computers & Internet) savvy is required. Business acumen in areas of e-commerce and retail.
• Committed seller advocate, drive process & tool improvements.
• Enthusiasm and strong self-motivation.
• Strong prioritization and time management skills, with a high degree of flexibility.
• Embrace constant change with flexibility and good grace.
• Demonstrate appropriate sense of urgency for contact response time in the face of variable workflow.
• Demonstrates effective communication, composure, and professional attitude
• Exemplary performance record, particularly with regard to quality & productivity
• Desired skill-sets include MS Office Application Excel and Internet Explorer / Mozilla Firefox.

Key job responsibilities

SHIFT REQUIREMENTS (24/7) The Seller Support Onboarding Associate acts as the primary interface between Amazon and our 3rd party sellers, providing phone and/or e-mail support governed by internal service level agreements. The Seller Support Onboarding Associate will be responsible for on-boarding New Selling partners to the Amazon .IN platform and also providing timely and accurate operational support to 3rd party Sellers on the Amazon platform.

This is a purely calling-based role where the employee connects with sellers daily over the phone to guide and onboard them onto the platform.

The successful candidate has an immediate, distinct effect on the experience of customers of Amazon, making a strong record of customer focus a high standard for the role. A Seller Support on Boarding Associate is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment.

About The Team

"Assisted Self Service Registration (A-SSR)", as onboarding specialist involve in the systematic and comprehensive approach to integrate a new seller to help them get onboard. We help the seller with all required steps to set up their stores live on amazon.in Sellers register themselves to sell on amazon.in, list their products, set up their virtual store (Apni Dukan), delight customers and manage successful business on amazon.in with the guidance from ASSR onboarding specialist. Every team member in the ASSR Merchant fulfilled network (MFN) team will onboard new sellers on amazon.in and will provide support to the sellers on-boarded from the time the lead has been picked up till the time the account is activated on amazon.in. During the course of this engagement, the associate will also train the sellers on the various tools available to better the seller performance in marketplace.

BASIC QUALIFICATIONS

• Speak, write, and read fluently in English
• Experience with Microsoft Office products and applications
• Experience with Excel
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

PREFERRED QUALIFICATIONS

• 1+ years of driving process improvements experience

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Company - ADCI - Karnataka

Job ID: A10528141