Remote Customer Service Associate - Amazon

Our mission at Amazon is to be Earth’s most customer-centric company, and our award-winning Shipping and Delivery Support (SDS) 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. We won’t ask you to read from a script or learn dialogue by heart. Instead we’ll provide you with the training you need to problem solve for our customers. You’ll bring your unique personality to every conversation to provide the exceptional support experience our customers love.

What will you do as a SDS Associate?

As an Amazon SDS Associate, you have a very clear purpose: to ensure successful deliveries by supporting customers, drivers, shippers, and Delivery Service Partners. You’ll be the first point of contact for our German customers by answering their requests through phone, chat, and/or email, and use a variety of tools to navigate and review solutions in real-time, facilitate the flow of information between delivery stakeholders, and communicate effectively with our customers. You will also be responsible for gathering intelligence to prevent any potential issues that may impact customer experience and delivery performance.

This role requires working variable hours to match when customers need us most. You will work overnight/day/late shifts and your work week is minimum 40 hours, for example: 4x10hrs or 5x8hrs. In order to match our customer demand, we schedule based on a variety of different shift patterns operating within 24 hours Sunday to Monday.

You will receive your work schedule at least 2 weeks in advance and your shifts may change every couple of weeks. You may be required to work national holidays and will be compensated accordingly.  You will learn more about your exact schedule closer to your start date.
 

Job Qualification

What qualifications do we need from you?

• Minimum age: 18 years old
• Have the right to work in South Africa
• We require candidates to have completed an NQF Level 4 qualification or a Grade 12 qualification or higher.
• Strong communication skills in German (both written and oral fluency)
• Proficient computer skills
• The availability to work varying shifts from Monday to Sunday operating within 24 hours
• Willingness and ability to work in rotating shifts (i.e. early, late, overnight, weekend, and overtime as required)
• You'll need a quiet, distraction free work space (dedicated office space with a desk and chair)
• From a technical perspective, a minimum 20Mbps and upload speed of 20Mbps (ADSL/LTE/WIFI/AirFiber) lines are not eligible for this role. Please make sure the address on your statement matches the address on your profile where you will be staying and working from.
   

What experience is required?

• 1+ years’experience in an inbound Customer Service associate role, in a BPO or a contact center supporting phone calls (Preferred), and/or
• 1+ years’experience in an high-end retail Customer Service environment

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?

• You’ll receive training and be provided with a complete equipment package when you join. We offer a number of benefits including:
• Internet allowance
• Amazon employee discount
• Expert training and ongoing opportunities to learn more and develop your skills