CS Resolution Specialist ML, CXQO

Job Description

DESCRIPTION

As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon's real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Amazon's Just Walk Out technology started off with a vision of eliminating the need to wait in checkout queues to enhance customer experience and convenience in physical retail stores. It started off with Amazon's Go stores, and Amazon is now expanding to share this technology with non-Amazon owned 3P stores. Check the technology out at amazon.com/go.
We, CXQO's 3P CS team, are diligently working every day to delight our customers by understanding customer issues and diving deep to provide quick resolution. We're looking to hire Customer Service Associate, who is passionate to solve customer issues, exhibits bias for action for problem solving and takes the extra mile to engage customers. The individual will be responsible for handling customer cases and driving it to quick resolution by working with cross-functional teams. The role is based out of HYD11

Key job responsibilities
1. Resolve customer issues and answer customer questions via e-mail, SIMs and voice calls.
2. Proficient in English and French, with excellent writing/reading and speaking abilities.
3. Maintain customer satisfaction by listening calmly and responding empathetically.
4. Work cross-functionally with internal teams to provide quick resolution.
5. Identify recurring customer issues and escalate to management to find scalable root-cause fixes.
6. Recommend and implement small-scale process simplification improvements.
7. Proactively raise issues/alarms that may have an impact on core deliverables or operations to leadership.
8. Maintain strict confidentiality and follow all applicable Amazon policies for securing confidential information.
9. Ensure compliance with procedures and SLAs while achieving quality and performance metrics.
10. Work on the Core queues with willingness to switch between different functions as per business requirement.
11. Drive quality, productivity, and process improvement while keep pace with team's growth, motivating others to meet the challenges of an extremely customer-focused and metrics driven environment.
12. Flexible to work in a 24.7 environment. 100% work from office role.

About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve.

Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship and Career Growth
We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

BASIC QUALIFICATIONS

1. Bachelor's Degree in any domain, preferably tech.
2. Minimum 1 -2 years experience in International Voice process
3. Proficiency in speaking/writing/reading French and English

PREFERRED QUALIFICATIONS

Customer Obsession, Strong interpersonal skills, Should be strong in verbal/written communication, Prompt/ Quick thinker, Be Empathetic ,Personable and attentive, Ability to prioritize and multitask

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.