Amazon High Volume Hiring

FT French-Fluent Work From Home Customer Service Associate-USA

Job ID: 180014115 | Virtual, United States

 
  
WORK FROM HOME - VIRTUAL CUSTOMER SERVICE!
In order to be considered for this position you MUST be fluent in FRENCH and live in one of the following states: Alabama, Arizona, Arkansas, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Nebraska, Nevada, New Jersey, New Mexico, North Carolina, North Dakota, Ohio, Oregon, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Utah, Virginia, West Virginia, Wisconsin, Wyoming.

**Please note, this position will be supporting French team**
Production hours will fall during evening shift


POSITION PROFILE OVERVIEW
  • Shipping and Delivery Support is the command and control center for transportation execution across the Amazon Supply Chain network supporting multiple geographies like US, CA, MX, UK, India and many countries within EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), from Amazon FCs to carrier hubs and from Amazon Delivery Stations to customers.
  • The SDS Agent exemplifies the Amazon Customer Service goal to be the most customer centric company in the world by solving Driver and Customer problems appearing throughout all delivery experience managed by Amazon Logistics Network.
  • This unique role handles Customer and Driver contacts through different communication channels including phone and emails. Bias for action, demonstrated ownership, customer obsession, concise oral and writing skills are crucial requirements for this role.
  • The successful candidate will be an excellent communicator and influencer with the ability to help our Drivers exceed delivery expectations in a timely manner and handle Customer inquiries with great accuracy.
  • In case of any exceptions, an SDS Agent steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem solving, SDS is also charged with understanding trends in network exceptions and then automating processes or proposing process changes to streamline operations. This second aspect involves network monitoring and significant analysis of network data. Overall, SDS plays a critical role in ensuring the smooth functioning of Amazon Logistics transportation and thereby has a direct impact on Amazon’s ability to serve its customers on time.
  • This is our work from home Customer Service Associate position! We are offering Full Time hours only.
  • Except as otherwise required by law, this role pays $11.50 ($10.00 + $1.50 language premium) per hour.  The role includes paid training, bonus opportunity, and dedicated resources to support your ongoing growth and development.
 
Scope of an SDS Generalist Agent
  • An SDS Agent provides support to Drivers On-Road and Customers receiving shipments handled by Amazon Logistics, to ensure timely resolution to delivery issues by researching and troubleshooting with internal tools. An ideal candidate should be able to understand the issue and be able to enhance both, Driver and Customer experience without compromising the time for contact resolution.
  • By serving the Driver, an SDS Agent’s goal is to guarantee a successful delivery of a package, and avoid the creation of future customer contacts thus creating a better customer experience.
  • An SDS Agent also facilitates the flow of information between different internal and external customers (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates/Amazon Logistic Customers) and resolves any potential issues that impacts Driver and Customer delivery experience in a fast pace.
  • All SDS Agents should be comfortable with a switching (multi-tasking), high-energy environment; strong prioritization and time management skills, with a high degree of flexibility in a fast pace are vital, associates should be creative and analytical problem solver with a passion to provide excellent Driver and Customer service.
  • Average response time and time for handling a contact are of extreme importance for an SDS Agent, but there is also a counterbalance to ensure we are also solving the driver’s problem.
  • A critical part of our mission is to deliver timely, accurate, consistent, and professional customer service to all Amazon customers within the Amazon Logistics network.
  • The candidate should demonstrate bias for action, have a strong sense of ownership, and should be able to communicate clearly in the verbal and written form.
 
Responsibilities include, but are not limited to:
  • Excellent communication, both verbal and written, as one may be required to communicate with the Drivers, Customers, Customer Service Associates, Delivery Station Managers, and Delivery Associates in real time, with a problem solving attitude.
  • Understand the issue and make best use of the available resources to resolve it.
  • Able to systematically escalate problems or variance in the information to the relevant owners and teams and follow through on the resolutions to ensure they are delivered.
  • Demonstrate ownership to resolve challenging customer issues, escalating when necessary.
  • Develop and/or understand performance metrics to assist with driving business results.
  • Have schedule flexibility and providing real-time customer experience by working in 24*7 operating environment.

BASIC QUALIFICATIONS  
  • You must be fluent in French and English
  • High School Diploma or equivalent
  • Your home address must be in one of the states we are currently hiring. Any applicants with home addresses outside of hiring states will not be considered.
  • Fluent English language proficiency required.
  • Demonstrates effective, clear and professional written and oral communication and attention to detail.
  • Customer service oriented.
  • Enthusiasm and strong self-motivation.
  • Ability to embrace constant change with flexibility and good grace.
  • Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
  • Demonstrates effective communication, composure, empathy, and a positive professional attitude.
  • Exemplary performance record, particularly with regard to quality & productivity.
  • Technical (Computers & Internet): MS Office applications specifically Excel, familiarity with web browsers, and demonstrated capability to work with tailored in-house applications.
  • Good knowledge of working over internet and an ability to successfully navigate websites.
  • Demonstrated ability to work in a team in a very dynamic environment.
  • Schedule Flexibility is a must. Virtual Customer Service is open 24 hours and day and 7 days a week.
  • Must be willing to support any schedule during our DAY, NIGHT or MIXED hours shifts.
  • Understand and accept schedule changes due to Daylight Savings.
PREFERRED QUALIFICATIONS                                                    
  • At least 3 months of customer service experience.
  • Bachelor’s degree – Preferably in Engineering, Logistics/Supply Chain or Business Administration.
  • Customer Focus
  • Ability to empathize with and prioritize customer needs
  • Uphold company values and respect every customer
  • Exude patience and ownership with each customer
  • Ability to resolve conflicts and set appropriate expectations with customers
  • Ability to determine customer needs and provide appropriate solutions
 
TECHNICAL REQUIREMENTS
 
  • 10 mbps download and 5 mbps upload speed or faster from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only)
  • Must be directly connected to router/modem via Ethernet cable.
  • You may use an external monitor (with appropriate cables), wired USB keyboard, and wired USB mouse, but they are not required or provided.
  • You will be shipped a headset and token to the address provided in your application. Equipment may arrive separately.
  • Please be sure to verify that your mailing address in our system is an address where you can receive equipment to ensure that there are not delays in receiving your equipment. Make sure you add the apartment number (if any). PO Boxes are not supported and we must have a physical address for you to receive your equipment.
 
Amazon is an Equal Opportunity-Affirmative Action Employer