Venue:
Amazon Development Center, India
26/1, Brigade World Trade Center, Next to Orion Mall,6th Floor, Dr. Rajkumar Road, Bangalore 560055.
Contact Person: Girish / Nirupama
General Summary of responsibilities:
- Demonstrates clear and polite written and oral communication.
- Escalates sellers issues appropriately and correctly. Demonstrates timely accurate and professional customer service.
- Maintains a positive and professional demeanor and portrays the company in a positive light.
- Demonstrates knowledge and use of departmental resources, policies and procedures.
- Answers messages in authorized email queues as directed by Workflow and Supervisor.
- Understands and correctly uses all available tools.
- Maintains acceptable email handle time, while remaining friendly and informative.
- Maintains productivity (currently measured in Contacts per Hour CPH) at or above published standard for skill group.
- Maintain quality (currently measured in Expressed Dissatisfaction Rate - EDR) at or below published standard for skill group.
- Logs in on time; logs out not before the end of scheduled shift.
- Staffs entire phone shift and "aux codes" correctly for all breaks, meals, meetings and events.
- Actively seeks solutions and identifies trends to appropriate personnel including possible solutions or suggestions.
- Demonstrates appropriate sense of urgency for email response times.
- All other duties as assigned
Position Qualifications:
Graduate
- One or more years experience in customer service preferred.
- Basic computer skills & knowledge of the Internet required
- Advanced computer skills using a variety of programs highly desired
- 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day
Knowledge and Skills
- Should be willing to work in Night Shifts
- Excellent Internet Navigation Skills
- Basic Typing/Keyboarding skills
- Proficiency in Microsoft Outlook and working knowledge of MS Office applications
- Experience working under pressure in a high-volume processing environment and consistently meeting standards for productivity and quality
- Significant email and online customer service experience preferred
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