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This position is only available to candidates who hold a Certificado de Discapacidad issued by the Administration in Spain, pursuant to Royal Decree 1/2013, Nov 29, approving the Spanish PwD Act (express legal provision to reserve 2%). Location:...

This position is only available to candidates who hold a Certificado de Discapacidad issued by the Administration in Spain, pursuant to Royal Decree 1/2013, Nov 29, approving the Spanish PwD Act (express legal provision to reserve 2%).

Location: Barcelona


Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform.


To expand the selection of products available to customers Amazon engages with Sellers & Vendors who offer their catalogue of products on Amazons’ global eCommerce platforms. The Selling Partner Support (SPS) team acts as the primary interface between Amazon and its Selling Partners. We obsess over providing world class support, technical assistance and account management services to our global partners. We strive to predict the Vendors & Sellers’ needs, create innovative self-help tools and provide solutions to help our partners better serve their customers and grow their businesses.


The SPS Associate is an advocate for the perfect Seller interaction. By serving as the first resolution point for Sellers & Vendors diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for our Selling Partners. As a subject matter expert in several platforms and specialties, SPS Associates will educate Sellers & Vendors on processes, tools, and standards in real-time.
This role requires the ability to multi-task utilizing a wide variety of software tools to navigate various Selling Partner Accounts, research and review policies and communicate effective solutions. The successful candidate will have a commitment to driving excellence in Associate and Selling Partner experience. A strong record of customer focus and a keen interest in process improvement are key requirements for this role.

Responsibilities include, but are not limited to:

· Supporting Amazon’s Selling Partner’s to solve any incoming issues via 3 channels of communication (Phone, Email & Chat)
· Managing high volumes of inbound and outbound calls, emails and chats in a timely manner
· Identifying customers’ needs, clarify information, research every issue and providing solutions
· 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.
· Building sustainable relationships and engaging customers by going the extra mile
· Ability to oversee and achieve various KPIs like Quantity & Quality, Resolution Rate, Transfer Rate etc.
· Open to collaborating with various stakeholders like Resolver Groups, Account Managers etc.
· Documenting all Selling Partner interactions and information according to standard operating procedure
· Ability to troubleshoot and provide product guidance and support to all Amazon’s Sellers and Vendors
· Attend training sessions, and learn product details and key selling points of products and technologies. SPS participates in several initiatives to increase Seller listings and updates of catalogues in advance of peaks.
· Any other duties and special projects as directed by management in keeping with the employee’s skills and experience
· Multilingual support: fluency in Spanish and English communication is essential
· Ability to work shifts and open to weekends to accommodate Amazon´s opening hours, 7 days a week” To note, the shifts cannot be confirmed prior to joining Amazon as they are not determined until after the training period.



BASIC QUALIFICATIONS


Skills/Competencies & Requirements
· Comfortable working in a high-volume environment with the ability and flexibility to adapt to change effectively
· Ability to work against and deliver on the KPI’s and metrics
· Maintains a strong customer focus with the ability to build lasting relationships with customers and ensure they feel supported and valued
· Ability to actively listen and to identity customer needs with an empathic approach
· Demonstrates the ability to identify and drive process improvements.
· Fosters a positive and cooperative team environment and collaboration with all stakeholders.
· Multitasking: ability to handle phone, chats and email contacts in tandem with each other
· Demonstrates effective, clear and professional written and oral communication
· Excellent verbal and written communication skills, inspiring confidence while leading customers through the various steps to resolve issues via phone, chats and email channels.
· Enthusiasm, highly self-motivated and a willingness to learn new skills.

Basic Qualifications
· Language – Fluent Spanish and English
· Minimum of 6 months experience in a customer service environment
PC Skills: Experience working with Operating systems (Windows) and using Office Suites( Microsoft Word, Outlook)
· Technical Skills: Basic working knowledge of spreadsheet software such as Excel and the ability to use communication and collaboration tools with ease



PREFERRED QUALIFICATIONS

Preferred Qualifications:


· Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
-Demonstrates effective communication, composure, and professional attitude
- Experience with serving Customers from a work from home environment
· Contact centre experience is desired


Required Documents & Working conditions:
· Valid Certificado de discapacidad (express legal provision to reserve 2%) issued by the Administration in Spain and for motor abilities a work fitting assessment result will be requested.

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Gender Identity / Sexual Orientation. Amazon is committed to a diverse and inclusive workplace. We believe passionately that employing a diverse workforce is central to our success. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.







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