Account Health VoS Manager

Client of NOK for Human Capital

Job Description

The Account Health Voice of Seller (VoS) Manager within the MENA 3P Account Health team acts as the primary interface between Amazon and our third-party business partners (Sellers). We obsess over providing world-class support to Sellers selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, and provide solutions to help our third-party business partners better serve their customers.

The person hired in this role will protect trust of customers shopping on Amazon in MENA by diving deep into fraudulent/bad actor sellers, evaluating risk and setting guardrails to keep them away. At the same time, the role would focus on improving models to reduce false positives so that good sellers are not impacted. He/she will need to track and audit progress in a data-driven fashion.

Key Job Responsibilities

Engages directly with sellers and indirectly through account managers to understand key pain points of sellers related to account health

Provides prompt and efficient service to Amazon Sellers, including the appropriate escalation of Sellers issues in a contact center environment.

Liaises with other departments as required to resolve Sellers issues and questions.

Support with deep dives in Bad Actor prevention, seller identity verification analysis, assist account managers to unblock Restricted Products

Maintains a positive and professional demeanor always portraying the company in a positive light while 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.

Basic qualifications

Knowledge of Microsoft Office products and applications

Experience prospecting, qualifying, and cold-calling companies

Preferred qualifications

Experience with pipeline management skills to include utilization of Salesforce or other CRM tools

Experience and track record of exceeding sales goals

5-7 Years of experience.