Work from Home Customer Service Associate, People with Disabilities - Amazon

Please note that this is a Work from Home / Virtual Customer Service (VCS) position and you may reside anywhere in South Africa as long as you have a Fiber internet line at home.

What we are Looking for:
Amazon has a team of subject matter experts who work directly with applicants and candidates to learn about their needs and provide reasonable accommodations that allow people with disabilities to participate fully and equally in the hiring process. Please make sure that your disability and any special needs are clearly written on your CV so that our Recruitment Team can help you during the hiring and assessment process.

The Role at a Glance:

This vital position requires a self-disciplined, self-motivated, action-oriented, flexible problem-solver who will assist Amazon.com or Amazon.co.uk retail customers (mostly from the USA or Europe) in resolving all customer-facing queries and problems such as account and billing queries and tracking their retail orders.

An associate will receive continuous/back-to-back contacts throughout their shift from customers via phone, email and chat to support call center service levels, so a suitable home office with uninterrupted fast and reliable internet connectivity and a quiet secure work area is required. Associates will utilize a variety of software tools to navigate customer accounts, research and review policies and processes, and communicate effective solutions in a fun and fast-paced ever-changing environment.

BASIC QUALIFICATIONS

• We require candidates to have completed an NQF Level 4 qualification or a Grade 12 qualification or higher.
• Citizenship/Permanent Residency in South Africa.
• Minimum 12-month Customer Service experience.
• Must be able to work overnight shifts, including weekends and public holidays.
• Intermediate computer knowledge (speed, accuracy, and navigation).
• Ability to navigate the Internet, email, and chat with customers via web chat tools.
• To work from home, you must have an existing uncapped or fiber optic internet line with a minimum download speed of 10Mbps and upload speed of 5Mbps (ADSL/LTE/Airfiber/WIFI connections are not eligible for this position). Please upload proof of fiber account for verification clearly indicating your physical address. Applicants with no proof of a fiber account, will be rejected. (Please make sure it is an Invoice and not a statement).  Amazon will reimburse your internet expense up to a stipulated amount.
• A quiet secure home office environment where you can work separately away from any other family or friends in the household.
• You must be able to connect your IT equipment directly to the router/modem via Ethernet cable, you cannot connect wirelessly.
• Excellent English communication skills and the ability to connect with people at all levels (written and verbal).
• Driven by a desire to provide superior customer service.

Preferred Requirements:

• A higher standard of education would be beneficial.
• Ability to work shifts, including overnight, weekends, and public holidays.
• Ability to navigate the Internet, email, and chat with customers via web chat tools.
• Intermediate Computer Knowledge.
• Capacity to function effectively in a high-pressure setting while maintaining a high standard.
• Driven by a desire to provide superior customer service.
• Enthusiasm and the ability to thrive in a constantly changing environment.