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Account Manager

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We obsess over providing world class support, technical assistance, and account management services to our global partners. We strive to predict the Partner's needs, create innovative self-help tools, and provide solutions to help our partners better serve their customers and grow their businesses.

Successful candidates will join a diverse, multicultural team and partner with our Underwriting, Loss, Marketing, and Product teams. In addition to providing a remarkable Selling Partner experience, a Temporary Selling Partner 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 and email cases. Successful candidates will have an immediate and distinct impact on the experience of Selling Partners therefore a strong record of customer obsession. High judgment and delivery of results are key requirements for this role.

Required Skills:

  • Enthusiasm and strong self-motivation
  • Technical savvy, including Microsoft Office (Outlook, Word, Excel), familiarity with web browsers, and demonstrated capability to work with tailored in-house applications
  • High energy, solution-focused with a passion for customer service
  • Ability to provide prompt and efficient service to Sellers through phone and email
  • Process improvement awareness and experience
  • Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures
  • Demonstrates effective, clear and professional written and oral communication
  • Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues

Preferred Skills:

  • Bachelor's Degree or equivalent
  • Minimum 6 months experience within a customer service environment; experience within a contact center preferred
  • Business acumen in areas of e-commerce and retail
  • Keen logical thinking and analytical skills, with the ability to understand and empathize with Sellers
  • Willingness to work to high performance targets as well as an inquisitive and improvement based approach to work
  • Demonstration of end to end ownership of every Seller interaction
  • Proactive problem solving to provide exceptional support to Sellers
  • Demonstrates the ability to recognize and identify system, process and policy issues impacting our Sellers and drive business improvement initiatives
  • Ability to embrace constant change with flexibility and good grace
  • Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
  • Exemplary performance record, particularly with regard to quality & productivity
  • Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
  • Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions

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