Virtual Customer Service Associate

Role: Virtual Customer Service Associate (VCSA) - DAVAO CITY*

• (Must have at least a year of BPO experience)
• *Excluding District 3 of Davao City: Toril, Tugbok, Calinan, Baguio and Marilog

Job Type: Permanent, Full-time

Our mission at Amazon is to be the Earth's most customer-centric company, and our award-winning Customer Service team is a key part of achieving that goal. Doing our best for our customers is where we get our energy, and that's why you'll find we approach things differently here. You won't be asked to read from a script or learn dialogue by heart. Instead, we'll provide you with the training you need to problem solve for our customers. You'll bring your unique personality to every customer conversation and deliver the exceptional support experience our customers love.

What will you do as a Virtual Customer Service Associate?

As an Amazon Virtual Customer Service Associate, you have very clear purpose: to prevent issues, solve queries, and delight our customers. You'll be the first point of contact for our North America and/or United Kingdom (UK) markets/ customers by answering their requests through phone, chat and/or email – this includes everything from order and product questions to payment matters, website guidance and digital and devices concerns. Our Virtual Customer Service Associates use a variety of tools to navigate, research, and review solutions and communicate effectively with customers.

What are your hours?

This role requires working variable hours to match when customers need us most. You will work on shifting schedules and your work week is minimum 40 hours, and all throughout your shift, you are expected to receive calls, chat and/or email and assist our customers. In order to match our customer demand, we scheduled based on a variety of different shift patterns from Sunday to Monday. Note that schedule will not be fixed. We work on shifting, rotating and mostly on graveyard schedules. You will receive your work schedule at least 4 weeks in advance and your shifts may change every 4 weeks. You may be required to work national holidays, weekends, and will be asked to render overtime based on business needs. In order to meet our customer needs, we implement periods in certain months during prime, peak and other critical working period that will restrict late, absences, approved leaves, and time off. You will learn more about your exact schedule closer to your start date.

Basic Qualifications:
What qualifications do we need from you?

• Must have at least a year of BPO experience
• Minimum age: 18 years old
• Completed at least two years in college or Senior High Graduate; or
• High school graduate (old curriculum) with at least one (1) year customer service experience; or,
• Less than two years in college with at least one (1) year customer service experience.
• Have the right to work in the Philippines without restrictions.
• Strong communication skills in English (both written and oral fluency).
• The availability to work in varying shifts from Monday to Sunday. You will be working on a 9-hour shift (8-hour shift with 1-hour lunch break) and all throughout your shift, you are expected to receive calls, chat and/or email and assist our customers.
• Willingness and ability to work in rotating shifts (i.e. early, late, overnight, holidays, weekend, and overtime as required). In order to meet our customer needs, we implement periods in certain months during prime, peak and other critical working period that will restrict late, absences, approved leaves, and time off.
• Understand and accept schedule changes based on business needs.
• Schedule will not be fixed. We work on shifting, rotating and mostly on graveyard schedules.
• The ideal candidates will 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.
• You'll need a quiet, distraction-free work space (dedicated office space with desk and chair)
• Must have an internet connection with a minimum of 50Mbps download speed and 50Mbps upload speed from a reliable internet provider (Fiber and DSL connection types only). Internet connection must be a dedicated line. Wireless Prepaid/Postpaid, Broadband stick, Satellite and LTE type of internet connections CANNOT be used.
• Internet service provider must be either PLDT, Sky, Globe or Converge.
• Internet device (Modem/Router) must be LAN capable.
• Should have a dedicated workspace or an office-like room at home.
• Should ensure uninterrupted internet connectivity during working shift so as to ensure maximum productivity.
• Should ensure 'Work-like' environment with no disturbance during the work hours.
• Address location should be within Davao City only, excluding the barangays of Toril, Tugbok, Calinan, Baguio Proper and Marilog.
• Your mailing address must be current (apartment, house, suite, etc.) PO Boxes are not supported; a physical address is required for you to receive your equipment and the declared mailing address upon application will serve as your official work area.

What strengths will you bring?

• Hard-working, articulate, and detail-oriented.
• Friendly and customer-focused in every situation.
• Ability to learn quickly and embrace change.
• Comfortable multi-tasking in a high-energy environment.

What benefits will you receive?

• Government-mandated benefits
• Health Maintenance Organization (HMO)
• Medical Spending Account
• Life and Personal Accident Insurance
• Expert training and ongoing opportunities to learn more and develop your skills
• Employee Assistance Program
• Annual and Sick Leaves
• Other Paid Time Off

What should you prepare for your application?

• Government-issued IDs
• Proof of statutory numbers: SSS, Tax Identification Number (TIN), Pagibig, and Philhealth
• NBI Clearance – the certificate's "date printed" or "validity" should not be older than 90 days

If this sounds like it's you, then click on the link below to start the application process

You'll need to allow 1-2 hours to complete full application, including assessments which will evaluate your suitability for the role. We recommend using a laptop/ desktop computer in order to get the best experience. You will have the option to save your application between each stage of the application process and return to it if necessary, but we strongly advise you to complete the process in one sitting where possible.

If successful, we will contact you about next steps

Please review the Do's and Dont's of the position in this video:

Amazon is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build.

Protecting your privacy and the security of your data is a longstanding priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.

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