Position Summary :
The Seller Support Associate is the primary solution provider for global sellers on the client platforms. In addition to providing a remarkable Seller experience, a Seller Support Associate is expected to address system issues, identify and implement process improvements, develop internal documentation and contribute to a team environment, all while adhering to service level agreements for phone, email and / or chat cases.
Successful candidates will have an immediate and distinct impact on the experience of client Sellers therefore a strong record of customer obsession;
high judgment and delivery of results are key requirements for this role.
Overall Responsibilities :
Provides prompt and efficient service to Sellers through phone, email and chat.
Demonstrates ownership of every Seller interaction to achieve successful first time resolution on all contacts
Works with multiple technology applications and features to resolve Seller contacts
Demonstrates the ability to recognize and identify system, process and policy issues impacting our Sellers and drive business improvement initiatives
Maintains a positive and professional demeanor always portraying the company in a positive light and 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 and attendance.
Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
Job Requirements :
Education : Bachelor or above degree required as a minimum,
Minimum 6 months experience within a customer service environment, experience within a contact center preferred.
Technical (Computers & Internet) savvy is required. Desired skill-sets include MS Office applications specifically Excel, familiarity with web browsers, and demonstrated capability to work with tailored in-house applications
Demonstrates effective, clear and professional written and oral communication.
Business acumen in areas of e-commerce and retail is advantageous
Process improvement awareness and experience
Enthusiasm and strong self-motivation.
Strong prioritization and time management skills, with a high degree of flexibility.
Ability to embrace constant change with flexibility and good grace.
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
Demonstrates effective communication, composure, and professional attitude
Exemplary performance record, particularly with regard to quality & productivity
Demonstrated desire to expand skills into new areas.
Arvato is a global BPO solutions provider. A subsidiary of Bertelsmann, one of the world’s largest media companies, Arvato has more than 65,000 employees in over 40 countries.
Arvato has over 3,000 employees across multiple sites. As a leading global solution provider we design and implement customized Finance & Accounting, Supply Chain and Customer Relationship Management solutions for some of the most well-
known brands in the world. In other words, whenever you download software, shop online, or have your smart phone repaired, there’s a good chance that we were active behind the scenes as a service provider.