Amazon High Volume Hiring

Customer Service Associate, Book Depository, Fixed Term

Job ID: 180017889 | Cape Town, South Africa

Book Depository is a subsidiary of Amazon and the fastest growing bookseller in Europe. We're proud to offer over 16 million titles, with free delivery worldwide to over 100 Countries. With over a million customers we have a reputation for extremely high service levels.
Our entire operation from website to fulfillment center to customer service is focused on creating an enjoyable end-to-end customer experience. If you'd like to help us build the place where people can find and buy any book online, come and innovate with us! This Customer Service Associate position offers a true ground floor opportunity for experienced, empathetic, dependable, team-oriented customer service professionals to excel in.

Responsibilities
· Resolve 20 to 25 customer tickets or live chats per hour.
· Investigate and resolve customer-specific issues related to book shipments.
· Communicate/escalate issues to appropriate teams as necessary for quick resolution.
· Identify and report all product and service-related trends to the CS resolution and leadership team.
· Reply to pre-order questions and promotions via email, and online chat.
· Provide guidance through the online ordering process.
· Address and resolve post-order questions regarding shipping, billing, and delivery.
· Utilize a variety of software programs to resolve customer inquiries.
· Engage with customers over multiple social media websites.
· Deep dive complex customer queries while using available resources autonomously.
· Use multiple resources and tools to update documents and communicate with cross functioning teams.
 

Basic Qualifications
· NQF Level 4 or equivalent.
· Minimum 1 year evidencing exceptional customer service in email, live chat and social media.
· Familiarity with Desktop Computing: Windows PC’s, Outlook Email, Web Browsers and the Internet.
· Good comprehension skills -- ability to clearly understand and relate to the issues customers raise.
· Good composition skills - ability to compose a grammatically correct, concise, and accurate written response to our customers. This is important as we deal with book lovers.
· Effective problem solving skills and the ability to use multiple tools to resolve customer concerns.
· Ability to approach problems logically and creatively.
· Ability to demonstrate learning and decision making skills.
· A natural ability to building rapport with customers and internal customers.
 
Preferred Qualifications
· Minimum 1 year evidencing exceptional customer service in email, live chat and social media.
· Experience using Zendesk and external customer service tools.