The Seller Support Associate will be responsible for providing high-quality, accurate, and timely support to sellers across multiple contact channels. The role involves understanding seller queries, diagnosing issues, providing appropriate resolutions within defined processes and policies, and ensuring a positive seller experience throughout the seller journey. The Associate will be accountable for individual quality and productivity performance while also identifying recurring seller issues, contact drivers, and Voice of Seller insights that can help improve processes and the overall seller experience.

Key Responsibilities

- Handle Seller Contacts & Provide End-to-End Support Respond to seller queries across assigned channels such as voice, chat, email, or other supported channels and provide skilled, timely, and accurate assistance. Understand the seller's concern, demonstrate ownership, and manage the interaction through to resolution or appropriate escalation in accordance with defined processes and SLAs.

- Support Sellers Across the Complete Seller Journey Handle queries across relevant seller processes, including onboarding, account management, catalog and listings, pricing, inventory, orders,



fulfillment, shipping, returns, refunds, payments, seller performance, account health, promotions, disputes, appeals, and other supported seller-services processes. Build sufficient process knowledge to accurately diagnose and resolve common seller issues.

- Diagnose Issues & Deliver Accurate Resolution Ask appropriate questions, understand the underlying issue, research available information and systems, and provide the correct resolution using approved SOPs, knowledge resources, policies, and tools. Ensure responses are complete and accurate and avoid unnecessary transfers, repeat contacts, or incorrect information.

- Deliver a Strong Seller Experience Demonstrate ownership, professionalism, empathy, active listening, and clear communication throughout every seller interaction. Simplify complex information for sellers, set appropriate expectations, and ensure sellers understand the resolution or next steps. Never provide unauthorized commitments, unsupported information, or policy interpretations outside the Associate's defined authority

📌 Seller Support - Customer Support (Pune)
🏢 JobTrade
📍 Pune