Virtual After-Sales Support Representative

About the Company

Amazon is a world leader in e-commerce, cloud computing, digital streaming, and artificial intelligence. We are driven by customer obsession, passion for invention, commitment to operational excellence, and long-term thinking. Our mission is to be Earth’s most customer-centric company, Earth’s best employer, and Earth’s safest place to work. We innovate relentlessly, always finding new ways to delight our customers and improve our services, building a future where everyone can find and discover virtually anything they want to buy online.

Job Description

We are seeking a highly motivated and customer-focused Virtual After-Sales Support Representative to join our dynamic team. In this 100% remote role, you will be the primary point of contact for customers after their purchase, addressing inquiries, resolving issues, and ensuring a positive post-sales experience. This role requires exceptional communication skills, problem-solving abilities, and a commitment to maintaining Amazon’s high standards of customer service.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding product usage, troubleshooting, returns, exchanges, and warranty claims.
• Investigate and resolve customer complaints efficiently and effectively, escalating complex issues when necessary.
• Provide accurate information and guidance on Amazon's policies and procedures.
• Process returns, refunds, and replacements in accordance with company guidelines.
• Document all customer interactions and resolutions accurately in the CRM system.
• Collaborate with internal teams (e.g., logistics, technical support) to ensure timely resolution of customer issues.
• Identify opportunities for service improvement and contribute to a positive customer experience.
• Maintain a high level of product knowledge and stay updated on new offerings and policy changes.

Required Skills

• Minimum 1 year of experience in a customer service or support role, preferably after-sales.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and critical-thinking abilities.
• Proficiency in using CRM software and other customer service tools.
• Ability to work independently in a remote environment with minimal supervision.
• Strong organizational skills and attention to detail.
• Ability to multi-task and manage time effectively in a fast-paced environment.
• High-speed internet connection and a quiet, dedicated home office space.

Preferred Qualifications

• Experience with Amazon's customer service platforms or similar large e-commerce systems.
• Prior experience in a remote customer support role.
• Associate's or Bachelor's degree in a relevant field.
• Bilingual proficiency (e.g., Spanish, Hawaiian, Japanese).

Perks & Benefits

• Comprehensive health, dental, and vision insurance.
• Paid time off and holidays.
• 401(k) retirement plan with company match.
• Employee discount on Amazon products.
• Career development and training opportunities.
• Access to Amazon's employee assistance program.
• Work-from-home flexibility and comfort.

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