Virtual Contact Center Job DescriptionDescription
A Customer Service Associate is a critical part of our mission to deliver timely, accurate and professional customer service to all Amazon customers. This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting post-sales problems. Associates communicate with customers primarily through phone, chat, email and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment.
Virtual Customer Service (VCS) - is a 100% virtual process, this includes recruitment and training as well so you do not have to come to our sites. It is a permanent teleworking model for Costa Rica Customer Service. VCS associates are expected to work from a home location approved by Amazon for all scheduled hours.
Working hours for all staff increase substantially during our peak season (Thanksgiving through mid-January). In order to support our customers, vacation requests might not granted during our peak season unless required by law. You may also be required to work on holidays.
Please consider that we do not have Graveyard schedule for now.
Basic / Required Qualifications
|Associates must ensure uninterrupted internet connectivity and ‘work-like’ environment at home location so they can deliver their best in terms of productivity and quality. |
|Effective time management and ability to|
prioritize work time to ensure productivity and department standards
Living in Costa Rica
|Customer Service Associate (CSA) must be internet savvy and should have technical Knowledge when it comes to online tools and research |
|The candidates must 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. |
|Being able to work an assigned schedule that fits within our operating hours is required and expected. Typically, shifts include one or both weekend days and schedules may change throughout the duration of your employment. There may be at times overtime, based on business needs. |
|Be located in Costa Rica and have citizenship or legal open condition work permit.|
|85% English level or higher including ability to clearly understand and address customer issues appropriately and to compose grammatically correct, concise, and accurate written responses|
|Active bank account under CSA's, in COLONES. Regular and SINPE (Cuenta Cliente) account numbers must be provided during recruitment process. |
|Provide a bank account certificate for the provided bank account (this is emitted by the bank). |
|Self-disciplined and organized. |
|High School Diploma.|
Tech Specs (be able to obtain)
|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 and holidays|
|Ability to work overtime as required by business|
|Good typing skills |
|Internet Connection for at least 10MB Download / 2MB Upload|
|Land line already installed (800 outbound calling enabled)|
|Alternate means of communication such as personal landline or cell phone for emergency purposes.|
|Please download the list of minimum tech requirements here: https://s3-us-west-2.amazonaws.com/amazon.jobs-public-documents/SJO_CS_VCC_Requirements_checklist.pdf |