DESCRIPTION
VCS-India
An Amazon Customer Service Associate is a critical part of our mission to deliver timely, accurate and professional customer service to all Amazon customers. This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting post-sales problems. Associates communicate with customers primarily through mail, chat and phone and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment.
Job Description
VCS- India:
It is a ‘Work from Home' model for India CS. VCS associates are expected to work from a home location approved by Amazon for all scheduled hours. It is the responsibility of the associates to ensure uninterrupted internet connectivity and a ‘work-like’ environment at the home location so that associates can deliver their best in terms of productivity and quality.
You will receive 6 weeks of mandated online training, either trainer-led or group-based, which will allow you to meet your new team virtually and learn together on how to offer the best customer service experience.
Knowledge & Skills Required
Desired skills:
Action-oriented, self-disciplined and organized
Effective time management skills and ability to prioritize work time to ensure productivity and department standards
Ability to communicate clearly with both internal and external customers
Good comprehension skills - ability to clearly understand and address customer issues appropriately
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:
Should be a self-driven, motivated and task-driven individual who can learn fast and operate with minimal support from the Manager and Lead.
Should ensure uninterrupted internet connectivity during working shift so as to ensure maximum productivity
Should ensure a ‘Work-like’ environment with no disturbance during work hours.
The ideal candidates will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.
Customer Focus:
Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
Ability to empathize with and prioritize customer needs
Demonstrates interpersonal skills with a diverse customer base
Demonstrates conflict resolution, negotiation, and de-escalation skills
Demonstrates ownership to resolve challenging customer issues, escalating when necessary
Ability to determine customer needs and provide appropriate solutions
Maintain regular and reliable attendance, including the daily schedule as assigned
Flexible with the working schedule; may be expected to work weekends, holidays and events
Ability to work overtime as required by business - as much as 60 hours a week, most often occurring in the weeks surrounding the Christmas holiday season
Problem Solving Skills:
Effective problem-solving skills including decision making, time management and immediate prioritization of tasks as assigned
Ability to approach problems logically and rationally
Action-oriented and self-disciplined
Organized and detail-oriented
Ability to quickly and effectively prioritize work time in various departments to meet the business needs
Ability to maintain composure in highly escalated situations
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