CS Resolution Specialist ML CXQO

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazons unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazons real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Amazons Just Walk Out technology started off with a vision of eliminating the need to wait in checkout queues to enhance customer experience and convenience in physical retail stores. It started off with Amazons Go stores, and Amazon is now expanding to share this technology with non-Amazon owned 3P stores. Check the technology out at amazon.com/go.

We, CXQOs 3P CS team, are diligently working every day to delight our customers by understanding customer issues and diving deep to provide quick resolution. Were looking to hire Customer Service Associate, who is passionate to solve customer issues, exhibits bias for action for problem solving and takes the extra mile to engage customers. The individual will be responsible for handling customer cases and driving it to quick resolution by working with cross-functional teams. The role is based out of HYD11

Key job responsibilities

• Resolve customer issues and answer customer questions via e-mail, SIMs and voice calls.
• Proficient in English and French, with excellent writing/reading and speaking abilities.
• Maintain customer satisfaction by listening calmly and responding empathetically.
• Work cross-functionally with internal teams to provide quick resolution.
• Identify recurring customer issues and escalate to management to find scalable root-cause fixes.
• Recommend and implement small-scale process simplification improvements.
• Proactively raise issues/alarms that may have an impact on core deliverables or operations to leadership.
• Maintain strict confidentiality and follow all applicable Amazon policies for securing confidential information.
• Ensure compliance with procedures and SLAs while achieving quality and performance metrics.
• Work on the Core queues with willingness to switch between different functions as per business requirement.
• Drive quality, productivity, and process improvement while keep pace with teams growth, motivating others to meet the challenges of an extremely customer-focused and metrics driven environment.
• Flexible to work in a 24*7 environment. 100% work from office role.
  
  

About The Team

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasnt followed a traditional path, or includes alternative experiences, dont let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, theres nothing we cant achieve.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship and Career Growth

Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic Qualifications

• Bachelors Degree in any domain, preferably tech.
• Minimum 1 -2 years experience in International Voice process
• Proficiency in speaking/writing/reading French and English
  
  

Preferred Qualifications

Customer Obsession, Strong interpersonal skills, Should be strong in verbal/written communication, Prompt/ Quick thinker, Be Empathetic ,Personable and attentive, Ability to prioritize and multitask

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region youre applying in isnt listed, please contact your Recruiting Partner.

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