Customer Service Associate - Regular/ Permanent

Amazon Operation Services Philippines, Inc.; Philippines; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Insurance (HMO, Life)

Leave Benefits

Medical Spending Account

Employee Assistance Program

Statutory government benefits

Job summary

Amazon is hiring a Customer Service Associate for its North America and UK markets, based onsite in Pasay City. You will respond to customer inquiries via phone, chat, and email, helping with orders, payments, and product questions.

Training is provided; no scripting required, with a focus on problem solving and exceptional service. The role requires working shifting schedules, including graveyard shifts, with a minimum 40 hours per week.

Qualifications

• Strong English communication skills (written and verbal).
• Ability to handle customer inquiries via phone, chat and email.
• Willingness to work shifting schedules including weekends and holidays.

Responsibilities

• Respond to customer inquiries across phone, chat and email.
• Investigate, problem-solve, and guide customers to resolutions.
• Handle orders, payments, product questions, and website guidance.
• Work with tools to research and review solutions for customers.

Skills

English proficiency

Communication

Customer service

Multi-tasking

Education

Two years college or senior high

High school grad with 1 year CSR exp

Tools

Proficient computer skills

Job description

Job Description

Role:Customer Service Associate (CSA) – Regular/ Permanent
Job Type:Permanent, Full-time, Onsite
Location:Three E-com Center, MOA Complex, Pasay City

Our mission at Amazon is to be Earth’s most customer-centric company, and our award-winning Technical Support team is a key part of achieving that goal. Doing our best for our customers is where we get our energy, and that’s why you’ll find we approach things differently here. You won’t be asked to read from a script or learn dialogue by heart. Instead we’ll provide you with the training to you need to investigate, problem solve, and guide customers towards a resolution. You’ll bring your unique personality to every customer conversation and deliver the exceptional technical support experience our customers love.

What will you do as a Customer Service Associate?
As an Amazon Customer Service Associate, you have a very clear purpose: to prevent issues, solve queries, and delight our customers. You’ll be the first point of contact for ourNorth America and United Kingdom (UK) markets or customersby answering their requests through phone, chat and/or email – this includes everything from order and product questions to payment matters and website guidance. Our Customer Service Associates use a variety of tools to navigate, research, and review solutions, and communicate effectively with customers.

What are your hours?
This role requires working variable hours to match when customers need us most. You will workon shifting schedulesand your work week is minimum40 hours, and all throughout your shift, you are expected to receive calls and assist our customers. In order to match our customer demand, we scheduled based on a variety of different shift patterns from Sunday to Monday. Note that schedule will not be fixed. We work on shifting, rotating and mostly on graveyard schedules. You will receive your work schedule at least 4 weeks in advance and your shifts may change every 4 weeks. You may be required to work national holidays, weekends, and will be asked to render overtime based on business needs. In order to meet our customers’ needs, we implement periods in certain months during prime, peak and other critical working periods that will restrict lates, absences, approved leave, and time off. You will learn more about your exact schedule closer to your start date.

What strengths will you bring?

• Hard-working, articulate, and detail-oriented
• Friendly and customer-focused in every situation
• Ability to learn quickly and embrace change
• Comfortable multi-tasking in a high-energy environment.

What benefits will you receive?
One of the great things about joining Amazon’s Customer Service team is that you don’t need past experiences in customer service. You’ll receive training and be provided with a complete equipment package when you join. Additionally, we offer a few benefits, including:

• Insurance (HMO, Life and Personal Accident Insurance, etc)
• Leave Benefits (Annual and Sick Leaves, Maternity and Parental Leaves, other paid time offs, etc)
• Medical Spending Account / Reimbursement
• Employee Assistance Program (counseling and referral services by telephone available 24 hours a day, 7 days a week)
• Statutory government benefits (i.e., SSS, PhilHealth and Pag IBIG)

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.

Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.

Job Qualification

What qualifications do we need from you?

• Minimum age: 18 years old
• Completed at least two years in college or Senior High Graduate; or
• High school graduate (old curriculum) with at least one (1) year customer service experience; or,
• Less than two years in college with at least one (1) year customer service experience.
• Have the right to work in the Philippines without restrictions.
• Strong communication skills inEnglish(both written and oral fluency).
• Proficient computer skills
• The availability to work in varying shifts from Monday to Sunday. You will be working on a 9-hour shift (8-hour shift with 1-hour lunch break) and all throughout your shift, you are expected to receive calls and assist our customers.
• Willingness and ability to work in rotating shifts (i.e. early, late, overnight, holidays, weekend, and overtime as required). In order to meet our customer needs, we implement periods in certain months during prime, peak and other critical working period that will restrict late, absences, approved leaves, and time off.
• Understand and accept schedule changes based on business needs.
• Schedule will not be fixed. We work on shifting, rotating and mostly on graveyard schedules.
• 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.