Amazon SPS Associate Advisor 

Portugal, Miragaia e Marteleira 

830046946

Job Description:
The SPS Associate Advisor will respond to escalated contacts from Selling/Vendor Partners who need support with a resolution and Andon Cords in real time with the goal of achieving first contact resolution for Selling/Vendor Partners, as well as a remarkable, reproducible Selling/Vendor Partner experience. Key job responsibilities
Key Responsibilities:
• Provide accurate and timely resolution to Selling/Vendor Partner and Associates, assist in diagnosing technical, operational, system and process issues.
• Handle Leadership Escalations and interact with Selling/Vendor Partners on all media channels.
• Liaise with other departments such as Business Teams, CPM, CIM, ESPR, Merchant Investigations, Payments team or Customer Service as required to resolve Selling/Vendor Partner’s issues and questions.
• Identify Large-Scale Events (LSE) impacting team or Seller/Vendor Partner and propose solutions to remove barriers and enable resolutions for Selling partners.
• Have a deep knowledge base in several platforms and specialties with the ability to share that knowledge with others.
• Provide real time coaching and corrective guidance, conduct training sessions as required.
• Identify Selling/Vendor Partner and Associate success barriers, provides solutions, and drive change through business improvement initiatives.
• Be flexible to work night shifts, weekend and rotational shifts
• Conduct deep dives (as required) to identify the root cause on audits/project or ACES related work and participate in site level initiatives.

• Minimum 2 year of contact handling experience in Selling Partner Support. • Candidate should not be on any active performance or behavior related plan. • Performance should be in good standing in the last performance cycle. • Performance should be in good standing • Demonstrates ability to analyze data, using the data to drive decision making. • Proven ability to build relationships and influence others across the organization • Demonstrates effective, clear and professional written and oral communication. • Comfortable in Handling voice call (inbound/outbound) • Proven prioritization and time management skills, with a high degree of flexibility.

• Detail-oriented, analytical, proactive approach to problem-solving and identification; ability to operate both a granular or macro level • Ability to multi-task and make tough decisions in a fast-paced environment • Good written and verbal communication skills including the ability to comfortably engage with all levels of stakeholder up to CEO internally, and any customer externally; ability to translate technical jargon into everyday language • Project management skills