DESCRIPTION
An Amazon Customer Service Representative is an important part of our mission to provide timely, accurate and professional customer service to all Amazon customers. This critical position requires an action-oriented, flexible problem solver to help customers expedite orders and resolve post-sale issues.
Associates communicate with customers primarily via email, chat, and phone and use a variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions in a fun and fast-paced environment.
Virtual Customer Service (VCS) – This is a work from home model for India CS. VCS employees are expected to work from home at all scheduled hours from an Amazon approved location. It is the employee’s responsibility to provide uninterrupted internet connectivity and a ‘work-like’ environment at their home location so they can give their best in terms of productivity and quality.
Required Knowledge and Skills
Desired Qualifications:
- Action oriented, self-disciplined and organized
- Effective time management and ability to prioritize work to ensure productivity and department standards
- Ability to communicate clearly with both internal and external customers
- Good comprehension skills – ability to clearly understand and appropriately address customer issues
- Good composition skills – ability to compose grammatically correct, concise and accurate written responses
- Ability to use a desktop/laptop computer system, familiarity with Windows 7, Microsoft Outlook, and Internet Explorer
- Good typing skills
Preferred Criteria:
- Self-starter, motivated, and task-oriented individual who can learn quickly and work with minimal assistance from manager and leader.
- Should ensure uninterrupted internet connection during work shift to ensure maximum productivity
- Should ensure a ‘work like’ environment with no disturbances during working hours.
- Minimum of 6 months of customer service experience
The ideal candidates are comfortable working in a fast-paced, diverse and high-energy environment. They are creative and analytical problem solvers with a passion for providing excellent customer service.
Customer Focus:
- Excellent customer service skills, including the ability to focus on the customer problem in a fast-paced environment
- Ability to empathize with and prioritize customer needs
- Demonstrated interpersonal skills in dealing with a diverse customer base
- Demonstrated conflict resolution, negotiation, and de-escalation skills
- Ownership in resolving difficult customer issues, escalating as appropriate
- Ability to identify customer needs and provide appropriate solutions
- Regular and reliable attendance, including assigned daily schedule
- Flexibility with work schedules; may be expected to work weekends, holidays, and events
- Willingness to work overtime as needed – up to 60 hours per week, most often during the weeks surrounding the Christmas holiday
Problem Solving Skills:
- Effective problem solving skills, including decision making, time management, and immediate prioritization of assigned tasks
- Ability to approach problems logically and rationally
- Action oriented and self-disciplined
- Organizational skills and detail orientation
- Ability to quickly and effectively prioritize work across departments to meet business needs
- Ability to maintain composure in highly escalated situations
Shifts: Rotating
Benefits: NSA, OT, Zeta meal card
About Amazon
“For many of the problems we face, there is no textbook solution, and so -fortunately -we invent new ones.” – Jeff Bezos
Amazon – a place where builders can build. We hire the brightest minds in the world and provide them with an environment where they can invent and innovate to improve the shopping experience for our customers. Amazon is a Fortune 100 company headquartered in Seattle, Washington, and is a global leader in e-commerce.
Amazon offers everything from books and electronics to clothing and diamond jewelry. We operate locations in Australia, Brazil, Canada, China, France, Germany, India, Italy, Japan, Mexico, the Netherlands, Spain, the United Kingdom and the United States, and maintain dozens of fulfillment centers around the world, covering more than 26 million square feet.
Technological innovations drive Amazon’s growth and provide our customers with greater choice, convenient shopping and low prices. Amazon Web Services provides developers and small to large businesses access to the horizontally scalable, state-of-the-art cloud infrastructure such as S3, EC2, AMI, CloudFront and SimpleDB that powers Amazon.com.
Developers can build any type of business on Amazon Web Services and scale their application as their business needs grow.
We want you to share and help shape our mission to be the most customer-centric company in the world. Amazon’s evolution from website to e-commerce partner and development platform is driven by the spirit of invention that is part of our DNA.
We do this every day by inventing elegant and simple solutions to complex technical and business problems. We’re making history and the good news is that we’ve only just begun.
