Escalation Process Specialist (Turkish Speaker), MENAT SAS

MENAT SAS team is looking for a Turkish Speaking EPS associate capable of working in a dynamic environment focused on addressing TR Sellers escalated enforcement issues. In this role you will deep dive escalations and work with a broad group of internal stakeholders globally (e.g. sales marketing seller support etc.). You will also work with Sellers and Account Managers (AMs) directly to collect insights that prove as blockers for sellers account health.
The ideal candidate should possess strong functional and communication skills. They should have the ability to deep dive and corelate Selling Partner escalations to scale long term solutions and work closely with Sellers and AMs to own responses to Sellers. They should demonstrate a high level of ownership as they would contribute to Seller experience on the Amazon platform.

Key job responsibilities
An EPS directly manages i) Seller enforcement related escalations freeing up AM bandwidth to focus on strategic advisory ii) identify and address seller/account manager knowledge gaps and iii) engage external teams who drive overall process improvements.

Roles and Responsibilities:
Resolve complex issues directly raised by Seller escalations.
Proactively identify process gaps impacting Seller and solve them at scale using technology and processes.
Collaborate with partner teams for escalations resolution with an aim to improve seller experience.
Liaise with other internal departments as required to resolve Seller issues and questions.
Demonstrate excellent timemanagement skills and the ability to work independently while using departmental resources policies and procedures.
Provides support to account managers to ensure sellers appeals are being addressed within SLAs and that SOPs are being followed correctly with focus to detect and report broken processes/ dead ends by identifying patterns across unsuccessful seller escalations

About the team
The MENAT Strategic Account Services (SAS) team works with various Amazon teams to help the growth of third party sellers of all sizes and serve our customers leveraging worldclass tools and services. The team works with cross country/ cross business function units such as technology processes and business to grow the program and improve Selling Partner engagement and satisfaction.

Fluency in Turkish
BA/BS degree or equivalent experience including 3 years of process improvement experience in eCommerce
At least 1 year of Program and/or Project Management
Demonstrated success exceeding goals
Sound business judgment proven ability to influence others and very detail oriented
Ability to prioritize and manage multiple responsibilities
Always does what is right for the customerrelentlessly customerfocused
Excellent written and oral communication (English); able to express thoughts logically and succinctly.

Ability to work with legal product and internal business owners to reach mutually beneficial agreements
Strong analytical skills including Microsoft Excel
Ability to thrive in an ambiguous environment
Creative has initiative and can constructively advocate on behalf of the customer
ECommerce or Retail experience preferred

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