The posting
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
In Selling Partner Support, we help third party Sellers & Vendors sell their products through our Amazon marketplace platform. We interact with Sellers and Vendors from across the world via phone, email and chat in a contact center environment where we answer their questions and resolve their issues regarding Amazon’s technology platforms, business policies, and operational processes. Our Associates serve as the first contact point between Sellers/Vendors and Amazon, and we seek to always respond with complete, accurate and customer-friendly responses.
We are ‘Customer Obsessed’ and strive for the perfect customer interaction every time. Our Associates must regularly multi-task utilizing a wide variety of software tools to navigate various Selling Partner Accounts, research and review policies and communicate effective solutions. The successful candidate will have a commitment to delivering outstanding customer service, a strong record of customer focus, and a keen interest in process improvement.
You will join one of our home-based teams, and still be part of the Amazon culture by collaborating with team members remotely via video, and engaging in a range of virtual engagement activities.
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.
Key job responsibilities 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
About the team Join our Amazon Family in Ireland!
• New hires become a member of a diverse, multicultural and global team. Join one of our many Amazon community & Affinity groups to further experience Amazon’s inclusive, collaborative culture. • Amazon takes pride in growing talent and leadership from within and offers multiple career paths. • Private Healthcare Plan • Prior to employment start, must have high speed internet with up to 5Mb download and 1Mb upload speed and a suitable home office work environment compliance with Amazon’s virtual contact canter policy.
- 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
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
