SPS Associate

Amazon.com strives to be Earth’s most customer-centric company, offering a vast selection of products at low prices with unparalleled convenience. The SPS (Selling Partner Support) Associate team serves as the primary interface between Amazon and its Selling Partners, providing world-class support and innovative solutions. This role offers a unique opportunity to join a diverse, multicultural team across 11 global locations and is an excellent entry point into Amazon with numerous career advancement opportunities.

Key Responsibilities of SPS Associate

• Customer Support: Provide timely and accurate support to Selling Partners via phone, chat, and email, ensuring compliance with internal service level agreements.
• Operational Excellence: Address chronic system issues, provide process improvements, and develop internal documentation.
• Team Collaboration: Contribute to a positive team environment and assist team members with complex issues.
• Performance Metrics: Maintain acceptable metrics in quality, productivity, first contact resolution, and attendance.
• Problem Solving: Actively seek solutions through logical reasoning and data interpretation, identifying trends and making improvement suggestions.
• Interdepartmental Liaison: Collaborate with other departments such as Customer Service, Merchant Investigations, or Payments to resolve Selling Partner issues.

Ideal Candidate Profile

• High Energy & Solution Focused: Passion for customer service with strong logical thinking and analytical skills.
• Customer Empathy: Ability to understand and empathize with Selling Partners.
• Performance Driven: Willingness to work towards high performance targets.
• Proactive Ownership: Demonstrates end-to-end ownership of Selling Partner interactions and proactive problem-solving skills.

Work Environment

• Virtual Contact Center: Work from an approved home location with uninterrupted internet connectivity and a work-like environment.
• Shifts: Operate in a 24/7 environment, including night shifts, based on business requirements.
• Weekly Off: Rotational two-consecutive day off schedule (5-day working week).

Technical Requirements

• Equipment: Desktop/Laptop, familiarity with Internet Browsers, Windows OS, Microsoft Outlook, and MS Office.
• Internet: High-speed broadband (minimum 20 MBPS) with at least 100 GB data.
• Power Backup: Reliable power backup for uninterrupted work.

Basic Qualifications

• Language Proficiency: Fluent in speaking, writing, and reading English.
• Flexible Schedule: Availability to work weekends, nights, holidays, and overtime if needed.

Preferred Qualifications

• Overtime Willingness: Willingness to work overtime when required.

Diversity and Inclusion

Amazon is committed to a diverse and inclusive workplace and is an equal opportunity employer, not discriminating based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.