A2 German Retail Customer Service Associate at Amazon

Amazon Cape Town is seeking bright, articulate, detail-oriented applicants with a desire to contribute to a world class customer service organisation and join our German retail team in a position as a Customer Service Associate. Amazon Customer Service Associates are a critical part of our mission to deliver timely, accurate, and professional customer service to all Amazon customers. This vital position requires an action-oriented, flexible problem-solver who will assist customers in resolving all customer-facing problems. Associates will be required to communicate with customers via phone, email and chat so a suitable home office (Until further notice is received to work onsite) and quiet work area is required. You will be trained for all 3-skill sets however; you will not utilize all of them unless required by the business. The primary skill at Amazon is phone, followed by chat and then email. Associates will utilize a variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions in a fun and fast-paced environment.
Please note that this position will commence as a Virtual Work from Home role until further notice,thereafter it will be based onsite at Amazon offices.

Responsibilities

• Attend to all customer queries relating to online orders or the ordering process via email and phone
• Provide account support to customers
• Act as an advocate for our customers, reporting and acting on observed areas for improvement
• Provide prompt, efficient, detailed, customer-oriented service to all Amazon customers
• Actively seek solutions to customer needs and identify trends to appropriate personnel, including possible solutions or suggestions
• Ensure internal reference pages are updated

What do we offer:

• Competitive hourly rates
• Medical Aid Contribution (including Spouse and up to 3 children)
• Provident Fund Contribution
• Career Growth Opportunities (locally and globally) within an exciting and fast growing global company
• Free door-to-door transport should you work during unsociable hours and stay within the designated transport zone, which is a 30km radius from our offices in Wembley Square, Gardens Cape Town.

Qualifications
BASIC QUALIFICATIONS
Basic Qualifications

• Proficient in German (verbal and written)
• Existing and dedicated 10MB Uncapped Fiber line (LTE lines and Wi-Fi connections are not eligible for this role) - proof of connectivity will be required.
• Completed NQF Level 4 qualification or higher
• At least 3 months of work experience (any environment)
• Home environment free from background noise where you can connect the equipment directly to the router/modem via Ethernet cable
• Typing, phone, and computer navigation skills
• Ability to navigate the Internet, email, and chat to customer via Instant Messenger tools
• Ability to cope well in a high pressure environment while maintaining high quality outputs
• South African Citizen/Permanent Resident/Critical Skills Permit

Additional Required Skills:
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

Communication Skills

• Ability to communicate clearly and concisely with both external customers and coworkers
• Ability to document customer account activities thoroughly and concisely
• Comprehension skills-- ability to clearly understand and respond appropriately to the issues that customers present
• Composition skills-- ability to consistently compose a grammatically correct, concise, and accurate written response to customer issues

Problem Solving Skills

• Ability to approach problems logically and with good judgment to ensure the appropriate customer outcome
• Ability to make appropriate decisions on behalf of the customer quickly and effectively
• Desire to continually learn
• Solution oriented and self-motivated
• Ability to effectively prioritize work time to ensure efficiency
• Computer Skills:
• Familiarity with multiple browsers, multiple tabs and window navigation