Marketplace Seller Support Specialist

About the role

We are on the lookout for a strategic and customer-focused Marketplace Seller Support Specialist to enhance our operations across the Central and Eastern Europe (CEE) market. In this pivotal position, you will serve as a crucial link between our external support vendors and our internal teams. Your role will involve assessing service quality from the seller's viewpoint, ensuring that our vendor teams provide top-notch support while also maintaining operational efficiency. This is a fantastic opportunity to influence international vendor operations comprehensively and act as the primary advocate for our sellers in a dynamic and rapidly evolving environment.

Key facts

What you'll do

• Oversee the daily operations of outsourced teams that manage marketplace seller inquiries and requests.
• Collaborate with planning teams to ensure effective capacity management, staffing adjustments, and the scheduling of ongoing training programs.
• Track team performance against established service level agreements (SLAs) and key performance indicators (KPIs), developing actionable plans to enhance service quality.
• Work closely with the Quality and Training departments to pinpoint skill gaps and implement targeted training initiatives.
• Lead the response to incidents and escalations, coordinating seamlessly with legal, risk, and central operations teams during seller-related crises.
• Establish a continuous feedback mechanism from vendors to internal business teams to refine tools, policies, and cross-functional processes.
• Initiate and manage projects aimed at optimizing agent workflows and adapting to the evolving needs of sellers.
• Serve as the primary voice for sellers, ensuring their concerns are addressed and their experiences are improved.
• Analyze operational data to identify trends and areas for improvement, translating insights into practical business solutions.
• Foster a collaborative environment by engaging with various stakeholders to align vendor operations with internal objectives.
• Maintain a customer-centric approach while managing crises and complex escalations, ensuring that seller satisfaction remains a priority.
• Adapt to changing circumstances and responsibilities, demonstrating a high level of accountability in optimizing processes and balancing operational costs.

Requirements

• A university degree, ideally in Engineering, Economics, or Management.
• Proven experience in digital experience, project management, process enhancement, or vendor operations management; experience in e-commerce is advantageous.
• Strong analytical and problem-solving capabilities, with the ability to convert operational insights into actionable business strategies.
• Excellent stakeholder management skills and the ability to collaborate effectively across different teams.
• Proficiency in managing crises and complex issues calmly while maintaining a focus on customer satisfaction.
• Highly adaptable and responsible, with a comfort level in working iteratively to improve processes.
• Exceptional written and verbal communication skills in Romanian (native level) and English.

Nice to have

• Familiarity with e-commerce platforms and marketplace operations.
• Experience in training and development within a corporate setting.
• Knowledge of performance metrics and quality assurance processes.
• Previous involvement in cross-functional project management.
• Understanding of the CEE market dynamics and seller needs.

Skills & tools

• Proficient in data analysis and reporting tools.
• Familiarity with customer relationship management (CRM) systems.
• Strong command of project management software.
• Excellent communication tools for effective collaboration.
• Ability to utilize learning management systems for training purposes.

Practical notes

• The role is based in Bucharest, and candidates should be prepared to work in a collaborative office environment.
• A competitive salary will be offered, commensurate with experience and qualifications.
• Trendyol provides a hybrid working model with flexibility, including opportunities for work-from-abroad arrangements and a summer working model.
• Employees will receive a personalized training allowance and access to various learning opportunities throughout the year.
• The company promotes a culture where every voice is valued, allowing for responsibility from day one.

META

Company: Trendyol

Title: Marketplace Seller Support Specialist

Listed

location: Bucharest

Job type: Full-time

Take the Next Step

If this opportunity resonates with you, we encourage you to apply today. We look forward to the possibility of working together. If you would like to learn more about our team before applying, feel free to explore our Career Website, LinkedIn, or YouTube to gain insights into #LifeatTrendyol and our collaborative work culture.