SPS T4 Advisor

4 days ago

Chennai, Tamil Nadu, India timesjobs Full time
:

At , we strive to be Earths most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people.

If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history.

Are you passionate about improving the quality of customer experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? Would you like to enable change that drives business growth while protecting Amazons Selling Partner experience? The Selling Partner Support (SPS) organization in Amazon provides world-class support to our global Selling Partners, and is looking for a SPS T4 Advisor in our program.

The T4 Advisor is accountable for creating a high performance culture that motivates associates to demonstrate levels of ownership, accountability and selling partner advocacy that enable the vision of a remarkable Selling Partner/SPS/T4 On boarded groups experience.

By serving as the first resolution point for T4 Associates supporting Trouble Tickets from Sellers, Brands and Vendors.

T4 Advisor will assist associates in diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions.

As a subject matter expert in several platforms and specialties, T4 Advisor will educate Associates on process, tools, and standards in real-time.

This role requires the ability to multi-task utilizing a wide variety of software tools to navigate Selling Partner accounts, research and review policies and communicate effective solutions.

The T4 Advisor is responsible for providing timely and efficient service to our internal customers to result in a perfect ticket interaction.

The T4 Advisor is also expected to drive the ticket reduction initiatives by identifying defects and engaging stakeholders. Other responsibilities include training, audit and dive analysis.

The successful candidate will have a commitment to achieving excellence in the Associates and selling partner experience, and therefore a strong record of customer focus, a passion for employee development and a keen interest in process improvement are key requirements for this role.

A day in the life:

About the hiring group:

Job Responsibilities:

Responds to T4 Associate support requests (i.e. Escalations, SIM's and Andon Cord) in real time providing education to Associates with the goal of achieving remarkable, reproducible selling partner experience.
Identifies Selling Partner and Associate success barriers, provides solutions, and drives change through business improvement initiatives.
Drives opportunities for efficiency through daily observations.
Serves as the first point of contact for all ticket escalations.
Conducts ticket audits and provides technical and process coaching to improve performance.
Work cross-functionally with other teams to identify root causes and drive process improvements to selling partner/operations facing issues.

Liaise with other departments such as Customer Service, Business Teams, CPM, CIM, ESR, Merchant Investigations, or Payments teams as required to resolve selling partner issues and questions.

Willing to do night shifts and weekends working with rotational, split or consecutive two days off.
Willing to learn new skills and provide cross skill/cross site/cross region Andon support.
Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
Willing to coach associate and conduct training sessions.
Candidate must promote a culture of innovation in the team.

Locations:

IND, TN, Chennai

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