Order Support Specialist

About the Company

Amazon is a world leader in e-commerce and cloud computing, committed to being Earth’s most customer-centric company. We pioneer new products and services to delight our customers and innovate on their behalf, offering a vast selection of products, digital content, and services. Our success is driven by our passion for technology, commitment to operational excellence, and a customer-first approach. Join our team and be part of a company that is constantly evolving and setting new standards in the industry.

Job Description

We are seeking a dedicated and detail-oriented Remote Order Support Specialist to join our customer service team. In this 100% remote role, you will be the frontline for resolving complex customer inquiries related to orders, shipments, returns, and refunds for our e-commerce platform. You will ensure a seamless and positive customer experience by providing accurate information, proactive solutions, and empathetic support. This position requires strong problem-solving skills, excellent communication, and the ability to navigate multiple systems efficiently while working independently from your home office.

Key Responsibilities

• Provide comprehensive support to customers regarding their e-commerce orders, including status updates, delivery issues, modifications, and cancellations.
• Investigate and resolve customer complaints and issues related to order processing, billing discrepancies, product defects, and return logistics.
• Utilize internal tools and systems to track shipments, process returns, issue refunds, and manage customer accounts.
• Communicate effectively and empathetically with customers via phone, email, and chat, ensuring all inquiries are addressed thoroughly and in a timely manner.
• Collaborate with other departments, such as logistics, fulfillment, and technical support, to resolve complex customer cases.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify and escalate critical issues to appropriate teams for further investigation and resolution.
• Stay informed about product updates, policy changes, and system enhancements to provide up-to-date information to customers.
• Maintain high standards of customer satisfaction and meet performance metrics for productivity and quality.

Required Skills

• Minimum 1 year of experience in a customer service or order support role, preferably in an e-commerce environment.
• Exceptional written and verbal communication skills in English.
• Proficiency in navigating multiple software applications and web-based tools simultaneously.
• Strong problem-solving abilities and a proactive approach to issue resolution.
• Excellent organizational skills and attention to detail.
• Ability to work independently and manage time effectively in a remote work setting.
• High-speed internet connection and a dedicated, quiet workspace.

Preferred Qualifications

• Experience with CRM software (e.g., Salesforce, Zendesk) and order management systems.
• Familiarity with Amazon's e-commerce platform and services.
• Ability to speak French or other languages is a plus.
• Previous experience working in a 100% remote customer support environment.

Perks & Benefits

• Competitive hourly wage with opportunities for performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Paid time off and holiday pay.
• Opportunities for career growth and professional development within a global company.
• Employee discounts on Amazon products.
• Flexible work-from-home schedule and the comfort of a fully remote role.

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