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ESR SPS Account Manager,

Souq.com, An Amazon Company

Posted on September 11, 2019

1 - 3 years Cairo - Egypt

Any Graduation. Any Nationality

Opening 01

Job Description

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The Selling Partner Support Operations team is looking for an ESR Account Manager who will be expected to:
• Research and respond to Global Selling Partner escalations directed to Jeff B. and Senior Executives, or through highly escalated Selling Partner Support contacts.
• Objectively handle highly sensitive situations with integrity and discretion
• Recognize system, quality, and process concerns contributing to poor Selling Partner experiences and share with PSAS team
• Work cross-functionally with other teams to identify root causes and drive process improvements to Selling Partner facing issues
• Maintain aggressive service levels for Jeff B and Executive escalations
• Flexible schedule which might include On-call and Weekend coverage
• Timely and accurate reporting on escalation status
• Capture success stories and surface innovative ideas to drive improvement for all Selling Partners
• Moderate Seller Forum
job requirements
1 to 3 years
Not Specified at least

Internet / E-commerce / Dotcom

Accounts / Taxation / Audit / Company Secretary

Desired Candidate Profile

• Minimum 6 months of SPS experience
• Able to work independently with little supervision, self-motivated, and flexible in approaching responsibilities and change.
• Proficiency in using written and oral communication skills in a business environment, both English and Arabic
• Business acumen
• Proficiency in composition skills, ability to compose concise, accurate and appropriately targeted responses
• Demonstrated effective conflict resolution and negotiation skills, professional attitude
• Demonstrated comprehension skills (reading and listening) -- ability to understand and represent Selling Partner issues
• Demonstrated superior time management and multitasking skills, self-discipline
• Technical aptitude, proficient with MS Suite & Paragon Case Management tools
• Detail-oriented, analytical, proactive approach to problem-solving; ability to operate both a granular or macro level
• Demonstrated big picture thinking, sound judgment and discretion
• 1-3 years of previous technical/customer support experience
• Problem ticketing, incident management, and issue escalation experience
• Ability to conceptualize and explain complex interrelated applications and system platforms
• Strong coaching and people management skills; experience in coaching at peer level a plus
• Proven ability to build relationships and influence others across the organization
• Additional language beneficial


ESR SPS Account Manager


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Souq.com, An Amazon Company

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