Virtual Customer Service Associate

Job description

DESCRIPTION

Customer Service Associate- VCS- India:
Virtual Customer Service (VCS) - It is a ‘Work from Home’ model for India CS. VCS 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.

Knowledge & Skills Required

Desired skills:
· 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 7, 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 uninterrupted internet connectivity during working shift so as to ensure maximum productivity
· Should ensure ‘Work-like’ environment with no disturbance during the work hours.

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.
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

Desired profile

BASIC QUALIFICATIONS

Minimum qualification is 10 + 2. Any graduate/ PG

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 business need
Ability to maintain composure in highly escalated situations