Customer Support Specialist, Luxury Stores Customer Service

Amazon

Seattle, WA(remote)

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JOB DETAILS

SALARY

LOCATION

Seattle, WA

POSTED

30+ days ago

Description Are you inspired by luxury fashion and beauty and helping consumers discover these brands online in new, innovative ways? Luxury Stores at Amazon is continually growing its meaningful selection across a global portfolio of luxury fashion and beauty brands. As a Customer Support Specialist, you will be the voice of Amazon Luxury Stores, fielding real-time calls in a remote, call center environment from customers globally. The ideal Customer Support Specialist is caring and compassionate, enthusiastic, solutions-oriented and committed to providing outstanding service to all our customers. Amazon Luxury Stores is looking for an action-oriented, motivated individual who has an obsession for customer satisfaction and experience working with high-end, luxury merchandise. Successful candidates will be responsible for achieving explicit department goals. An ideal candidate will excel in a fast-paced, multi-tasked, dynamic environment. This is a full-time, direct-hire position that pays $19.00/hour. We are a call center open 7am-9pm CST, 7 days a week. Must have the flexibility to work a variety of shift assignments including nights/weekends/holidays/over time. This role is a fully remote, candidate location restrictions may apply. Basic Qualifications * 2+ years of experience within a luxury customer service-focused environment, such as contact center, luxury retail, or hospitality * Excellent verbal and written communication skills. Able to handle difficult conversations with a high level of empathy and integrity * Be confident to make decisions with late returns, faulty goods and concessions if necessary * Ability to work a set schedule (scheduled start, stop, breaks and lunches), including nights, weekends, and holidays, with required overtime as business needs; flexibility required during peak times * The ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turn on the camera when requested by leadership * This is a virtual role and requires a home work area that is free from background noise where you can connect to the internet and work on your deliverables * Experience working under pressure in a high-volume environment while maintaining standards for productivity, quality, and service * The ability to meet the Amazon Customer Contact Center Work from Home Guidelines and expectations which includes using a wired, high-speed Internet, Modem or Router w/ Ethernet Port - Customer Support Specialists must connect directly (No Satellite Internet or Wi-Fi) * Highly proficient with desktop applications such as MS Office and Internet browsers; Comfortable working with computers and smartphones. Ability to quickly learn how to use new websites and apps * High school diploma or equivalent. Key job responsibilities * Act as a brand ambassador for Amazon Luxury Stores, providing world-class, high-touch service to all customers * Be the first point of contact to resolve customer issues across multiple channels in a timely manner, communicating through email, phone, and chat. * Reply to preorder questions about fit, fashion trends/style, product availability, and promotions via phone, email, and online chat. * Provide customers with critical service and product information, ensuring customer satisfaction * Demonstrate sound understanding and comprehensive knowledge of the Amazon Luxury Store's full range of products and services * Handle customer inquiries and/or cases through different channels in a timely and professional manner decisions in consideration of the policies and procedures within the service level agreement * Ensure clear and accurate data capture, be able to provide both quantitative and qualitative insights of customers' voices * Utilize a variety of software programs to resolve customer inquiries and identify and escalate system errors and other technical issues - Utilize a variety of software programs to resolve customer inquiries. - Work with external shipping contractors to assist customers with both domestic and international issues. Basic Qualifications - 2+ years of customer service experience - Experience with Microsoft Office products and applications - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Customer Service, Contact Center Preferred Qualifications - 2+ years of experience within a luxury customer service-focused environment, such as contact center, luxury retail, or hospitality Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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 you're applying in isn't listed, please contact your Recruiting Partner. The starting pay for this position is listed below including the base pay rate plus the highest available shift differential which applies depending on the shift you select. As a total compensation company, you are eligible for additional earnings including overtime pay and performance bonuses. Final pay will be based on factors including shift selection and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits . USA, NC, Virtual Contact Center-NC - 16.00 - 16.00 USD hourly

About the Company

Amazon

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles

COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

FOUNDED

1994

WEBSITE

http://Amazon.com/militaryroles