Job Description
- Our Amazon Contact Centers work towards a single goal: to deliver the best possible support experience to our customers.
- To do that, our CS Operations teams are empowered and expected to think like owners. We solve problems the first time so that customers have an effortless experience every time.
- Building on Amazon’s global mission of being the ‘Earth’s most customer-centric company’, the Customer Service team started operations in August 2005 and has grown steadily in size and scope since then.
- Our Team members are empowered to think like owners and resolve customer problems via phone, email or live chat.
- We operate in a fast-paced, dynamic environment and make an impact to millions of customers across the globe. Our relentless focus on process improvements has helped us continuously evolve and expand our focus into new business domains.
Job Requirements
- 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
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