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Description

SHIFT REQUIREMENTS: Rotating shifts Sunday - Saturday, ranging from 7 AM to 10 PM depending on

role.

WORK LOCATION: This is a virtual home based role. Permanently working from home from any

province in Ireland.

In Selling Partner Support, we help third party Sellers & Vendors sell their products through our

Amazon marketplace platform. We interact with Sellers and Vendors from across the world via phone,

email and chat in a contact center environment where we answer their questions and resolve their

issues regarding Amazon’s technology platforms, business policies, and operational processes. Our

Associates serve as the first contact point between Sellers/Vendors and Amazon, and we seek to

always respond with complete, accurate and customer-friendly responses.

We are ‘Customer Obsessed’ and strive for the perfect customer interaction every time. Our Associates must regularly 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 delivering outstanding customer service, a strong record of customer focus, and a keen interest in process improvement.

You will join one of our home-based teams, and still be part of the Amazon culture by collaborating with team members remotely via video, and engaging in a range of virtual engagement activities.

The team's schedule is organized in shifts and weekends to accommodate Amazon´s opening hours 7 days a week. Please note, the shifts cannot be confirmed prior to joining Amazon as they are not determined until after the training period, therefore flexibility is required. Time off and holidays are not allowed during the whole training duration.

Key job responsibilities

As part of your role, you will have the opportunity to:

• Support Amazon's Selling Partner’s to solve any incoming issues via 3 channels of

communication (Phone, Email & Chat).

• Manage high volumes of inbound and outbound calls, emails and chats in a timely manner.

• Identify customers’ needs, clarify information, research every issue and providing solutions.

• Exemplify Amazons Leadership Principle for Customer Obsession by consistently displaying a

genuine empathy and passion for our customers, delivering an exceptional customer care

experience with every contact.

• Build sustainable relationships and engaging customers by going the extra mile.

• Oversee and achieve various productivity and quality targets and metrics.

• Collaborate with various internal stakeholders and teams.

• Document all Selling Partner interactions and information according to standard operating

procedures.

• Troubleshoot and provide product guidance and support to all Amazons Sellers and Vendors.

• Attend regular training sessions, learn product details and key selling points of products and

technologies.

• Any other duties and special projects as directed by management in keeping with the

employee’s skills and experience

About the team

Join our Amazon Family in Ireland!

• New hires become a member of a diverse, multicultural and global team. Join one of our many

Amazon community & Affinity groups to further experience Amazon’s inclusive, collaborative culture.

• Amazon takes pride in growing talent and leadership from within and offers multiple career paths.

• Private Healthcare Plan

• Employees can work remotely outside of Spain for up to 10 working days per year, from almost

anywhere in the world (with some exceptions).

• Prior to employment start, must have high speed internet with up to 5Mb download and 1Mb upload

speed and a suitable home office work environment compliance with Amazon’s virtual contact canter

policy.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - IRL

Basic Qualifications

• Bachelor’s Degree or equivalent work experience.

• Proficiency (C1/C2 level) in English and in the second language outlined in the title of this job advertisement.

• Previous experience in a customer service environment.

• Technical Skills: Intermediate competency with Windows, Microsoft Word, Outlook and Excel. Able to use online communication and collaboration tools with ease

Preferred Qualifications

• Excellent verbal and written communication skills, inspiring confidence while leading customers through the various steps to resolve issues via phone and email channels.

• Excellent listening skills; able to demonstrate empathy and willingness to help

• Prior Contact Center experience very helpful (preferred)

• Comfortable working in a fast paced, high-volume environment with the ability and flexibility to adapt to change effectively

• Ability to work against and deliver performance in metric driven environment with high productivity and quality standards.

• Maintain a strong customer focus, ensuring the customer feels supported and valued

• Foster a positive and cooperative team environment at all times.

• Multitasking: ability to handle phone, chats and email contacts in tandem with each other

• Demonstrate effective, clear and professional verbal and written communications. Comfortable in providing helpful, live telephone support in English and other languages defined for role.

• Able to troubleshoot, research and effectively translate technical and procedural instructions to customers in a way they can understand.

• Enthusiastic, highly self-motivated and willingness to learn new skills.

• Demonstrate strong sense of urgency and adaptability in response to changing business needs

• Demonstrate the ability to identify and drive process improvements.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).