Customer Support Specialist, Luxury Stores Customer Service

Are you inspired by luxury fashion and beauty and helping consumers discover these brands online in new, innovative ways? Luxury Stores at Amazon is continually growing its meaningful selection across a global portfolio of luxury fashion and beauty brands. As a Customer Support Specialist, you will be the voice of Amazon Luxury Stores, fielding real-time calls in a remote, call center environment from customers globally.

The ideal Customer Support Specialist is caring and compassionate, enthusiastic, solutions-oriented and committed to providing outstanding service to all our customers.

Amazon Luxury Stores is looking for an action-oriented, motivated individual who has an obsession for customer satisfaction and experience working with high-end, luxury merchandise. Successful candidates will be responsible for achieving explicit department goals. An ideal candidate will excel in a fast-paced, multi-tasked, dynamic environment. This is a full-time, direct-hire position that pays $19.00/hour. We are a call center open 7am-9pm CST, 7 days a week. Must have the flexibility to work a variety of shift assignments including nights/weekends/holidays/over time.
This role is a fully remote, candidate location restrictions may apply.

Basic Qualifications
• 2+ years of experience within a luxury customer service-focused environment, such as contact center, luxury retail, or hospitality
• Excellent verbal and written communication skills. Able to handle difficult conversations with a high level of empathy and integrity
• Be confident to make decisions with late returns, faulty goods and concessions if necessary
• Ability to work a set schedule (scheduled start, stop, breaks and lunches), including nights, weekends, and holidays, with required overtime as business needs; flexibility required during peak times
• The ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turn on the camera when requested by leadership
• This is a virtual role and requires a home work area that is free from background noise where you can connect to the internet and work on your deliverables
• Experience working under pressure in a high-volume environment while maintaining standards for productivity, quality, and service
• The ability to meet the Amazon Customer Contact Center Work from Home Guidelines and expectations which includes using a wired, high-speed Internet, Modem or Router w/ Ethernet Port – Customer Support Specialists must connect directly (No Satellite Internet or Wi-Fi)
• Highly proficient with desktop applications such as MS Office and Internet browsers; Comfortable working with computers and smartphones. Ability to quickly learn how to use new websites and apps
• High school diploma or equivalent.

Key job responsibilities
• Act as a brand ambassador for Amazon Luxury Stores, providing world-class, high-touch service to all customers
• Be the first point of contact to resolve customer issues across multiple channels in a timely manner, communicating through email, phone, and chat.
• Reply to preorder questions about fit, fashion trends/style, product availability, and promotions via phone, email, and online chat.
• Provide customers with critical service and product information, ensuring customer satisfaction
• Demonstrate sound understanding and comprehensive knowledge of the Amazon Luxury Store’s full range of products and services
• Handle customer inquiries and/or cases through different channels in a timely and professional manner decisions in consideration of the policies and procedures within the service level agreement
• Ensure clear and accurate data capture, be able to provide both quantitative and qualitative insights of customers’ voices
• Utilize a variety of software programs to resolve customer inquiries and identify and escalate system errors and other technical issues

• Utilize a variety of software programs to resolve customer inquiries.
• Work with external shipping contractors to assist customers with both domestic and international issues.

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