Seller Support Specialist

3 weeks ago

Darlinghurst, Australia WooliesX Full time

We have an exciting 12-month fixed term opportunity for a Seller Operations Specialist to join our EveryDay Market team at WooliesX. This role consists of being the key point of contact for the sellers once they have joined our platform, when it comes to looking after their day to day needs.

As a Seller Support Specialist, you will assist them with using our marketplace platform, triaging queries that come through from customer service and overseeing and approving customer returns. You will play an integral part in ensuring high levels of seller satisfaction and retention, by providing them with the support they need to fulfil orders generated on Everyday Market.

This role offers the flexibility to work from home or from our offices located in Surry Hills.

**About WooliesX**

At WooliesX, our people believe in creating better everyday experiences for our community.
With 1,800+ team members, multiple practices and over 100 chapters, there’s a home for everyone here. Whether your interests lie in data driven insights and product engineering, digital media, ecom, operations, customer advocacy, commercial, agile or more, you can find your squad across all kinds of capabilities.
Our squads live their “one day”, every day. We work on Australia’s most innovative tech, design, engineering and more to transform the way that millions of Australians live and shop. Physically, you can find us in Surry Hills, but virtually, we can be anywhere.

Our culture combines the support, care and freedom that comes with being part of the Woolworths Group. We are an agile team embracing diversity of thought and positive change. We thrive on pragmatism, mutual respect, care, curiosity, openness, and a proactive attitude. As a team we continually seek ways to support and learn from each other.

**About the Opportunity
As a Seller Support Specialist, you will be supporting our EveryDay Marketplace team to ensure high levels of seller satisfaction and retention, your main responsibilities includes, but are not limited to:

- Serve as the point of contact for day to day issues from our marketplace sellers, and the conduit between sellers and the rest of the marketplace team
- Act as point of contact for any seller related queries that come through from the Customer Hub team, and ensure they are able to be resolved within our agreed SLAs
- Raise any issues or bugs relating to our marketplace platform as necessary, and ensure tickets are focused and prioritised across the broader Seller Experience team
- Manage and approve customer returns where needed
- Work with the Shipping team to resolve any delivery issues that arise
- Understand the evolving Woolworths platform (eg: product pages, checkout etc) and associated operational processes that will impact the Seller Experience
- Help sellers to update and amend their product range in the marketplace platform as required

A key measure of your success in this role will be the sellers’ satisfaction levels with our platform, as well as the time taken to resolve issues with the customers and sellers as they arise.

**About you
Keen on the opportunity? Let’s talk about your skills now

You are a self-driven and enthusiastic marketplace specialist with a strong background in account management and ideally experience in retail/ecommerce. You will be recognised for your strong organisational, problem solving and time-management skills as well as your ability to deal with ambiguity and complex processes.

Most importantly, engaging with stakeholders holds no secret for you You work in a collaborative way with stakeholders at all levels, always with end-to-end thinking. You have experience working in a cross-functional business dealing with various sellers and key partners.

Embracing agile practices, adapting to changes and new ways of working is something you are excited about You are able to balance your energy for the future with the everyday, remaining attuned to the work and showing deep care for the squad.

As an inclusive, team-first company, our people are at the core of everything we do. As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference. We value diversity and aim to create a vibrant and inclusive workforce which reflects the communities we serve.

**Grow with the Group
We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to

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