Asociado de Servicio al Cliente Bilingüe Español-Inglés

Amazon; Ciudad de México; Híbrido; MXN 201.000 - 312.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Work from home equipment provided

Flexible scheduling

Descripción de la vacante

Amazon Mexico is seeking a Customer Service Associate for the MX Virtual Call Center. You will handle orders, resolve post-sale issues, and communicate with customers by phone and email in a fast-paced environment.

This remote role requires living in Mexico, a high school diploma, strong English, reliable internet, and the ability to work flexible hours including weekends and holidays.

Formación

• High School Diploma or equivalent is required.
• Proven customer service skills in a fast-paced environment.
• Strong English communication and research abilities.

Responsabilidades

• Handle customer inquiries via phone and email.
• Resolve post-sale issues and order expedites as needed.
• Maintain accurate records and communicate solutions clearly.
• Work from home with reliable internet and a dedicated space.

Conocimientos

Customer service

English proficiency

Communication skills

Problem solving

Time management

Educación

High School Diploma

Herramientas

Windows OS

Microsoft Outlook

Internet research

Descripción del empleo

MX WORK FROM HOME AT THE VIRTUAL CONTACT CENTER!
Job Description
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 phone and email 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 MX Virtual Call Center (VCC) - It is a ‘Work from Home’ model for Amazon Customer Service. VCC 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 ‘work-like’ environment at home location so that associates can deliver their best in terms of productivity and quality.
The ideal work from home Amazonian is internet savvy and has technical aptitude when it comes to online tools and research.
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.
Being able to work an assigned schedule that falls within our operating hours is required and expected. Typically, shifts include one or both weekend days and schedules may change throughout the duration of your employment. There may be overtime requirements, based on business needs.
Working hours for all staff increase substantially during our peak season (November-January). In order to support our customers, vacation requests are not granted during our peak season unless otherwise required by law. You may also be required to work on any/all major holidays.

Basic Qualifications

Mandatory requirements:

• Live in Mexico City, Nuevo Leon state or Jalisco state
• High School Diploma
• Be at least 18 years old
• Located at Mexico and have citizenship or legal open condition work permit.
• Have 85% English level or higher.
• Have (or be able to obtain) High Speed Internet (10 MGB download/ 5MBG uploador better).
• Have (or be able to attain) another means of communication (personal landline or cell phone, for emergency purposes).

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

Problem Solving Skills:

• Effective problem solving skills including decision making, time management and immediate prioritization of tasks
• 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 business need
• Ability to maintain composure in highly escalated situations

Preferred Qualifications

• 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 8.1 or 10, Microsoft Outlook, and Internet Explorer
• Good typing skills

Preferred Criteria:

• Should be self-driven, motivated and task driven individual who can learn fast and operate with minimal support from Manager and Lead.
• Should ensure ‘Work-like’ environment with no disturbance during the work hours.
• Experience working in a customer service environment for at least 6 months

Important notes

If you are selected, you will be shipped the required equipment to perform the job. Please be sure to verify that the address provided is an accurate address where you can receive equipment to ensure that there are not delays. Make sure you add the apartment number (if any).

AVISO DE PRIVACIDAD:
SERVICIOS COMERCIALES AMAZON MÉXICO, S. DE R.L. DE C.V. (“La Empresa”), con domicilio en Juan Salvador Agraz Número 73 Piso 5, Colonia Cruz Manca Santa Fe, Alcaldía Cuajimalpa, C.P. 05348, en la Ciudad de México, está consciente de la importancia del tratamiento legítimo, controlado e informado de los datos personales de sus candidatos a ser contratados. Es así que LA EMPRESA en este acto pone a su disposición el presente Aviso de Privacidad, a fin de que conozca cómo LA EMPRESA obtiene, usa, divulga y almacena sus datos personales.
Datos personales que se recaban - Los datos personales que pudieran recabarse durante la relación laboral que nos una con usted, pertenecerán a las siguientes categorías: (i) Datos de Identificación: nombre completo; género; fecha de nacimiento; estado civil; país, ciudadanía y nacionalidad; visas de trabajo y/o permisos para trabajar en México o en el extranjero; clave del Registro Federal de Contribuyentes (RFC); Clave Única de Registro de Población (CURP); número de afiliación al Instituto Mexicano del Seguro Social (IMSS); imágenes; fotografías, identificaciones con fotografía; firma; (ii) Datos de Contacto: domicilio; números telefónicos; números celulares; correo electrónico; (iii) Datos laborales y académicos: curriculum vitae; ocupación; referencias laborales -; referencias personales; información relacionada con empleos anteriores; documentos que acrediten preparación académica y grado de estudios; resultados de estudios de verificación de la información que usted proporcione a LA EMPRESA; desempeño laboral; (iv) Datos de Terceros: datos de dependientes económicos y beneficiarios como nombre; fecha de nacimiento; parentesco; datos de contacto; datos de identificación y contacto de personas designadas para caso de emergencia; (v) Datos fiscales y en materia de seguridad social: declaraciones de impuestos y retenciones de impuestos, número de crédito con el FONACOT (en su caso); (vi) Datos personales de fuentes de acceso público y recibidos vía transferencia consentidas: Datos provenientes de registros públicos, directorios, redes sociales y otras fuentes lícitas disponibles en el mercado; (vii) Datos personales provenientes de redes sociales: datos personales e información que haya compartido públicamente en redes sociales (tales como Facebook, Twitter, LinkedIn, entre otras), incluyendo la información que haya compartido de cualquier otra forma con carácter de pública.
Además se podrán recabar y/o realizar exámenes y verificación de antecedentes de forma periódica para recabar Datos sensibles (que deberán entenderse incluidos dentro del término “datos personales”) y que requieren de especial protección como resultados de evaluaciones y exámenes psicométricos; resultados de exámenes médicos, incluyendo exámenes de audiometría, exámenes de sangre, radiografías, y pruebas de visión; antecedentes médicos, familiares, penales, laborales; datos de salud; información sobre si es usted fumador e información sobre pertenencia o afiliación a un sindicato; así como Datos financieros o patrimoniales: como salarios, prestaciones laborales y gastos, aportaciones al fondo de ahorro, cuotas obrero-patronales; cuentas bancarias, beneficiarios, resultados de estudios socioeconómicos
Asimismo se podrá solicitar test de aptitud, test de razonamiento y aptitude test plus in-person assessment.
Esta sección de la Política de Privacidad puede contener información detallada en los medios de comunicación.
El presente Aviso de Privacidad da forma a los derechos y obligaciones de las partes y, en especial, del Empleador, transparente y completamente en cumplimiento con la legislación aplicable.
La Empresa se compromete a proteger su información personal con las medidas de seguridad adecuadas, y ofrece la posibilidad de ejercer los derechos de acceso, rectificación, cancelación y oposición a los fines predefinidos.
Si usted y los derechos ARCO se aplica la empresa se asegura que la información no se emplee en actividades no previstas y se mantendrá confidencial.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.