Customer Service Associate

About Amazon

Amazon teams in India work on complex business challenges to innovate and create efficient solutions that enable various Amazon businesses, including Amazon websites across the world as well as support Payments, Transportation, and Digital products and services like the Kindle family of tablets, e-readers and the store.

Your role

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.
• The 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 on millions of customers across the globe.

Training, development & rotations

Amazon is committed to empowering employees to do their best work – and to do your best work you need to be constantly learning, growing, and becoming a better version of yourself. With the support of the team, Amazon helps you to reach your potential through a variety of offerings, such as:

• A performance philosophy geared toward development, not ratings
• Constantly have to learn. When surrounded by extremely smart people
• Learn what customer-centric actually means.
• Job rotation programs designed to reignite and broaden your work experience
• Yearly education and training reimbursement to keep your skillset sharp
• Subscriptions to the leading online training platforms for technical and business acumen
• POD (Power of Difference) communities to network, mentor and grow as leaders

Salary & benefits

The average annual salary for the Customer Service Associate role is around INR 3.0 to INR 3.5 Lakhs per annum. The company takes care of you and your loved ones and will support you with a competitive and comprehensive benefits package. Below are some highlights:

• Insurance, Health & Wellness
• Financial & Retirement
• Family & Parenting
• Vacation & Time Off
• Perks & Benefits
• Professional Support

Career progression

Amazon believes everyone should have the opportunity to learn new skills and build their career at Amazon or elsewhere. That's why as part of their mission of being Earth's Best Employer, they have made a $1.2 billion commitment to investing in the upskilling of their employees with free skills training, tuition support programs, a variety of certifications, and more to help improve the abilities of the employees. They also support:

• Higher Education 
• Apprenticeships & Certifications
• Mentorships & Development

Work life balance

• Work-life balance is rated at 4.0/5.0 according to Ambition Box.
• Work days are usually from Monday to Friday. They have flexible work timings.
• This role is considered flexible and will be a mix of working from the local Amazon office and home depending on your preferences and the arrangements determined with your future manager.
• Leave policy with 45 paid leaves.
• You will be expected to live within a reasonable non-daily commute of the office.

Culture & vibe

• Very friendly and fun work culture.
• Amazon is committed to being diverse, inclusive, and equal in its approach.
• The company believes that only incentives are not enough to make workplace culture powerful. It understands that corporate culture and values define a business.
• It has gained an appreciation for its policies and initiatives that reinforce its employees to strive harder for its mission.

About you

Knowledge and Skills Required

Communication Skills:

• Excellent communication skills (written and verbal)
• Ability to communicate correctly and clearly with all customers
• Excellent documentation skills
• Good comprehension skills – ability to clearly understand and state the issues customers present
• Ability to concentrate – follow customers' issues without distraction to resolution
• Good composition skills – ability to compose a grammatically correct, concise, and accurate written response
• Work successfully in a team environment as well as independently

Computer Knowledge/Skills:

• Ability to use a desktop computer system
• Familiarity with Windows XP, Microsoft Outlook, Microsoft Word and Internet Explorer
• Excellent typing skills
• Demonstrates understanding of the Internet, Amazon.com website, and competitor websites
• Demonstrates an ability to successfully navigate websites
• Demonstrates a proficient knowledge of email applications
• Demonstrates an ability to learn in various media
• Ability to successfully adapt to changes in the work environment

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
• Qualified candidates will be comfortable in a multi-tasking, high-energy environment.  They will be creative and analytical problem solvers with a passion for excellent customer service

Qualifications Required

• The minimum qualification is 10 + 2. Any graduate/ PG is eligible to apply.

How to apply

All open positions are posted on the Amazon career page. And all applications at Amazon must be submitted through their careers page.