Selling Partner Support Associate : SPS

Disability Type - Locomotor Disability

 

Job Description:

The Selling Partner Support (SPS) Associate acts as the primary interface between Amazon and our 3rd party

sellers, providing phone and/or email support governed by internal service level agreements. The SPS associate will

be responsible for providing timely and accurate operational support to 3rd party Sellers 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 SPS associate is expected to address chronic system

issues, provide process improvements, develop internal documentation, and contribute to a team environment.

Virtual Contact Center (VCC) associates are expected to work from a home location approved by Amazon for all

scheduled hours. It is the responsibility of the associates to ensure uninterrupted internet connectivity and work-

like environment at home location so that associates can deliver their best in terms of productivity and quality.


 

Roles and Responsibilities:

This includes, but is not limited to:

 The Seller Support Associate demonstrates end to end ownership of every seller interaction coupled with

proactive problem solving and provides exceptional support to sellers.

 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.

Basic Qualifications

 Education: Bachelor Degree in any discipline with 0-10 years of experience.

 Excellent written and verbal communication in English. Along with English, some roles also require

communicating in Hindi and or Telugu/ Tamil/ Kannada.

 Shifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided

based on the business requirement.

 Weekly Off: Rotational two- consecutive day off (it is a 5-day working week with 2 consecutive days off.

 During the first four months (Training & Transition) no unplanned leaves are allowed.

 Ability to use a desktop/Laptop and familiarity with Internet Browsers, Windows OS, Microsoft Outlook

and MS Office.

 Home environment free from background noise where you can connect to the internet and work on your

deliverables.

 Should have a good internet connection with a minimum speed of 20 MBPS or better and should have at

least 100 GB data from a reliable provider.

 Should have access to mobile phone at all times from a reliable provider.

 Should have power back up in case of power shut down.