Selling Partner Support Associate

Who you are

• Experience in Customer Service
• Proficiency (C1/C2 level) in English and in the second language outlined in the title of this job advertisement
• Technical Skills: Intermediate competency with Windows, Microsoft Word, Outlook and Excel. Able to use online communication and collaboration tools with ease
• Excellent verbal and written communication skills, with the ability to inspire confidence while guiding customers through issue resolution via phone and email
• Strong listening skills with a demonstrated ability to show empathy and a genuine willingness to help
• Prior contact centre experience
• Comfortable working in a fast-paced, high-volume environment with the flexibility to adapt to change effectively
• Ability to deliver strong performance in a metric-driven environment with high productivity and quality standards
• Maintain a strong customer focus, ensuring every customer feels supported and valued
• Foster a positive and cooperative team environment at all times
• Ability to multitask across phone, chat, and email channels simultaneously
• Clear and professional verbal and written communication skills, with confidence in providing live telephone support in English and other languages defined for the role
• Ability to troubleshoot, research, and translate technical or procedural instructions into clear, customer-friendly guidance
• Enthusiastic, highly self-motivated, and eager to learn new skills
• Strong sense of urgency and adaptability in response to changing business needs
• Ability to identify and drive process improvements

What the job involves

• SHIFT REQUIREMENTS: Rotating shifts Sunday - Saturday, ranging from 7 AM to 10 PM depending on role
• WORK LOCATION: This is a virtual home based role. Permanently working from home from any province in the Republic of Ireland
• START DATE: 11 January 2027
• The team's schedule is organized in shifts and weekends to accommodate Amazon´s opening hours 7 days a week
• Please note, the shifts cannot be confirmed prior to joining Amazon as they are not determined until after the training period, therefore flexibility is required. Time off and holidays are not allowed during the whole training duration
• As part of your role, you will have the opportunity to:
• Support Amazon's Selling Partner’s to solve any incoming issues via 3 channels of communication (Phone, Email & Chat)
• Manage high volumes of inbound and outbound calls, emails and chats in a timely manner
• Identify customers’ needs, clarify information, research every issue and providing solutions
• Exemplify Amazons Leadership Principle for Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact
• Build sustainable relationships and engaging customers by going the extra mile
• Oversee and achieve various productivity and quality targets and metrics
• Collaborate with various internal stakeholders and teams
• Document all Selling Partner interactions and information according to standard operating procedures
• Troubleshoot and provide product guidance and support to all Amazons Sellers and Vendors
• Attend regular training sessions, learn product details and key selling points of products and technologies
• Any other duties and special projects as directed by management in keeping with the employee’s skills and experience