The Job

SPS Associate, SPS

Logistics, Sales & Operations · Sales & Business Development · Sales Support · Customer Support

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In short

The SPS Associate serves as the main contact for Selling Partners, addressing inquiries and issues via email, chat, and phone in a 24x7 virtual environment. This role requires excellent customer focus, problem-solving skills, and the ability to work flexible shifts to meet service-level agreements.

Responsibilities

  • Act as the first point of contact between Selling Partners and Amazon, delivering timely, accurate, and customer-friendly support across a mix of email, chat, and call channels in a 24x7 operation.
  • Work rotating shifts, five days a week, adapting flexibly to changing business needs.
  • Resolve complex Selling Partner queries end-to-end, using standard operating procedures (SOPs) alongside strong critical thinking, logical reasoning, and independent decision-making.
  • Manage high volumes of inbound and outbound contacts — identify needs, clarify information, research every issue, and provide clear solutions.
  • Navigate multiple software tools concurrently to research Selling Partner accounts, review policies, and communicate effective solutions.
  • Build trust through empathy, active listening, and rapport, going the extra mile on every interaction.
  • Consistently deliver on quality and productivity goals in a metric-driven environment while meeting SLAs across all channels.
  • Record key case actions and notes as required to support accurate resolution and follow-up.
  • Maintain excellent confidentiality and data security, adhering to company policies and the code of conduct.
  • Collaborate with internal stakeholders and teams, and proactively drive process improvements.

Requirements

  • Speak, write, and read fluently in English
  • Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
  • Experience with Microsoft Office products and applications

Desired Qualifications

  • Experience in a customer service environment
  • Experience in e-commerce, retail or advertising, or experience in sales/business development
#Administrative Support
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Company

Amazon

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

Remote

Experience Level

Associate

Locations

Hyderabad, India

Applicants

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