Description
The Associate Advisor (AA) is an advocate for the perfect Seller interaction. By serving as the first resolution point for Associates, AAs will assist associates in diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for Sellers. As a subject matter expert in several platforms and specialties, AAs will educate Associates on process, tools, and standards in real-time. This role requires the ability to multi-task utilizing a wide variety of software tools to navigate seller accounts, research and review policies and communicate effective solutions.
The role entails working on the transitional Souq system which includes resolution of seller issues through collaboration with other departments and setting new SOPs.
The successful candidate will have a commitment to driving excellence in Associate and Seller experience. A strong record of customer focus and a keen interest in process improvement are key requirements for this role.
Responds to Associate support requests (i.e. Seller Escalations and Andon Cords) in real time providing education to Associates with the goal of achieving first contact resolution, as well as a remarkable, reproducible seller experience.
Identifies Seller and Associate success barriers, provides solutions, and drives change through business improvement initiatives.
Drives opportunities for efficiency through daily floor observations.
Serves as the first point of contact for all Seller escalations.
Conducts Seller interaction audits with associates and provides technical and process coaching to improve performance.
Provides direction and coaching in relation to schedule adherence, AUX coding, and lobby management.
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.
Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Sellers issues and question
Basic Qualifications
Education: High School Qualification required as a minimum, 3rd level qualification preferred
Fluency in Arabic & English is essential
Minimum of 1 month SPS experience
Demonstrates the ability to drive process improvement using Kaizen principles
Fosters a positive team environment and collaboration within the site.
Approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
Demonstrates effective, clear and professional written and oral communication.
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.
Basic Qualifications
The Associate Advisor (AA) is an advocate for the perfect Seller interaction. By serving as the first resolution point for Associates, AAs will assist associates in diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for Sellers. As a subject matter expert in several platforms and specialties, AA’s will educate Associates on process, tools, and standards in real-time. This role requires the ability to multi-task utilizing a wide variety of software tools to navigate seller accounts, research and review policies and communicate effective solutions.
The role entails working on the transitional Souq system which includes resolution of seller issues through collaboration with other departments and setting new SOPs.
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