About the Company
Amazon is an American multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence. Known for its customer obsession, innovation, and commitment to delivering exceptional service, Amazon strives to be Earth’s most customer-centric company, Earth’s best employer, and Earth’s safest place to work. Join our dynamic team and help us uphold our high standards of customer satisfaction.
Job Description
We are seeking a highly motivated and customer-focused Remote Online Complaint Resolution Agent to join our growing team. This is a fully remote position where you will be responsible for investigating and resolving customer complaints across various online platforms, ensuring a positive resolution and maintaining customer trust. You will act as a primary point of contact for escalated issues, requiring empathy, strong problem-solving skills, and a commitment to service excellence.
Key Responsibilities
- Receive and log customer complaints via email, chat, and internal ticketing systems.
- Thoroughly investigate complex customer issues, gathering all necessary information and documentation.
- Communicate effectively and empathetically with customers to understand their concerns and provide updates.
- Formulate and propose solutions that align with company policies and aim for customer satisfaction.
- Collaborate with other departments (e.g., logistics, tech support, sales) to facilitate resolution.
- Document all interactions and resolutions accurately in our CRM system.
- Identify trends in customer complaints and provide feedback for process improvements.
- Maintain a high level of product and service knowledge to address a wide range of inquiries.
- Adhere to strict service level agreements (SLAs) for response and resolution times.
Required Skills
- Minimum 1-2 years of experience in customer service, complaint resolution, or a similar role.
- Exceptional written and verbal communication skills in English.
- Proven ability to de-escalate difficult situations and handle sensitive customer interactions with diplomacy.
- Strong analytical and problem-solving abilities.
- Proficiency with CRM software and online communication tools.
- Ability to work independently in a remote environment with minimal supervision.
- Reliable high-speed internet connection and a dedicated quiet workspace.
Preferred Qualifications
- Prior experience in an e-commerce or tech support environment.
- Familiarity with Amazon's products, services, and customer-centric culture.
- Bachelor's degree or equivalent experience.
- Proficiency in additional South African languages.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health and wellness benefits.
- Generous paid time off and sick leave.
- Opportunities for professional development and career growth within a global company.
- Employee discount on Amazon products.
- Dynamic and supportive remote work culture.
- Access to a wide range of online learning resources.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
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