SPS Associate, SPS

Amazon; West Bengal; On-site; INR 300,000 - 520,000; Full time

Job summary

Amazon in India (West Bengal) is seeking a SP-Support Associate to serve as the primary liaison with Selling Partners. The role emphasizes customer-centric service, timely operational support, and adherence to service level agreements across phone, chat, and email channels.

The successful candidate will communicate effectively in English, possess strong MS Office skills, and demonstrate typing accuracy. Experience in B2B/customer service and a graduate degree are preferred.

Qualifications

• Speak, write, and read fluently in English.
• Graduate level education or higher.
• Experience working with Windows operating system and Microsoft Office applications (Word, Outlook, Excel).
• Typing skills of 30 words per minute with high accuracy (93%).

Responsibilities

• Act as primary contact between Amazon and Selling Partners (SP).
• Provide timely and accurate operational support across phone, chat, and email.
• Resolve complex SP inquiries using critical thinking and data interpretation.
• Build trust and rapport with Selling Partners through empathetic communication.
• Navigate multiple channels to engage Selling Partners efficiently.
• Maintain confidentiality and data security per policy.
• Support process improvements and contribute to team goals.
• Adhere to SLAs and quality/productivity targets.
• Collaborate with internal stakeholders to resolve issues promptly.

Skills

Customer service

English proficiency

Microsoft Office

Windows OS

Typing 30 wpm

Education

Graduate

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Job description

DESCRIPTION

The SP-Support Associate acts as the primary point of contact between Amazon and our Selling Partners (SP). The SP-Support associate is responsible for providing timely and accurate operational support to Selling Partners who sell on Amazon stores. The successful candidate has a direct and immediate impact on the experience of buyers at Amazon. A strong track record of customer centricity is required for the role. A SP-Support associate is expected to address Selling Partners issues effectively, while working closely with other stakeholders within Amazon and adhering to service level agreements for phone, chat and/or email cases. In addition, SP-Support associate is also expected to contribute to a positive team environment and drive process improvements as applicable.

Key Responsibilities

• Comfortable working in a dynamic contact center environment with flexibility to adapt quickly to changing priorities with the appropriate sense of urgency.
• Resolve complex queries from Selling Partners leveraging strong critical thinking and decision-making skills
• Provides exceptional service to Selling Partners, building trust and strengthening relationships through empathy, active listening and rapport building.
• Adeptly navigates multiple communication channels concurrently including phone/chat and email to engage with Selling Partners effectively
• Demonstrates effective, clear and professional written and oral communication. Listens closely and empathetically to Selling Partners: understands, paraphrases, and prioritizes SP's needs, then provides appropriate solutions.
• Consistently delivers on Selling Partner experience and efficiency (quality/productivity) goals,
• Ability to maintain excellent levels of confidentiality and data security standards. Also, adherence to company policies, code of conduct and a commitment to exceptional Selling Partner service
• Actively seeks solutions through logical reasoning and data interpretation independently.
• Fosters a positive and cooperative team environment.
• Demonstrates Enthusiasm for learning and commitment to continuous improvement

Basic Qualification

• Graduate
• Fluent in English language1 (basis requirement) with written and verbal communication skills
• Experience in working with Operating systems (Windows) and using Office Suites (Word, Outlook and Excel)
• Typing skills of 30 words per minute with an accuracy of 93%

Preferred Qualifications

• 1+ year of experience with 6 months+ working in Live Channel B2B/Customer service environment
• Business acumen in areas of e-commerce and retail is advantageous.

BASIC QUALIFICATIONS

• Speak, write, and read fluently in English
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

PREFERRED QUALIFICATIONS

• Work rotating shift schedules and variable days off
• Should be able to work in rotational and shift, should be a graduate

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.

Company - ADCI - West Bengal - H29

Job ID: A10473620