Customer Service Representative

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Amazon Full time
Company Overview
Amazon is a world-class e-commerce platform that strives to provide exceptional customer experiences. We are committed to being Earth's most customer-centric company, where people can find and discover virtually anything they want to buy online.

Selling Partner Support Role
The Selling Partner Support (SPS) team acts as the primary interface between Amazon and its Selling Partners. Our goal is to provide world-class support, technical assistance, and account management services to our global partners. As an SPS Associate, you will be responsible for serving as the first point of contact for Sellers & Vendors, diagnosing technical issues, and proposing solutions to remove barriers and enable resolutions.

Key Responsibilities
As a Customer Service Representative - Selling Partner Support Specialist, your key responsibilities will include:
  1. Supporting Selling Partners to solve incoming issues via phone, email, and chat channels.
  2. Managing high volumes of inbound and outbound calls, emails, and chats in a timely manner.
  3. Identifying customers' needs, clarifying information, researching every issue, and providing solutions.
  4. Exemplifying Amazon's Leadership Principle for Customer Obsession by consistently displaying a genuine passion for our customers, delivering an exceptional customer care experience with every contact.
  5. Building sustainable relationships and engaging customers by going the extra mile.
  6. Ability to oversee and achieve various KPIs such as Quantity & Quality, Resolution Rate, Transfer Rate, etc.
  7. Collaborating with various stakeholders like Resolver Groups, Account Managers, etc.
  8. Documenting all Selling Partner interactions and information according to standard operating procedures.

Required Skills and Qualifications
To be successful in this role, you will need to have:
  • 1+ years of customer service experience.
  • Experience with Microsoft Office products and applications.
  • Experience with Excel.
  • Flexible schedule/shift/work area, including weekends, nights, and/or holidays.
  • Proficiency in English and French language.

Preferred Qualifications
Prior Contact Center experience is preferred. You should also be comfortable working in a fast-paced, high-volume environment with the ability and flexibility to adapt to change effectively. Additionally, you should have excellent verbal and written communication skills, inspiring confidence while leading customers through the various steps to resolve issues.

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