Job Description

DESCRIPTION

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 seeks an action-oriented, motivated individual with a passion for customer satisfaction and experience working with high-end, luxury merchandise. Successful candidates will be responsible for achieving department goals. The role requires handling a fast-paced, multi-tasked, dynamic environment. This is a full-time, direct-hire position paying $19.00/hour. Our call center operates from 7am-9pm CST, 7 days a week, with shifts including nights, weekends, holidays, and overtime. This role is fully remote, with some candidate location restrictions possible.

Basic Qualifications

• 2+ years of experience in a luxury customer service environment, such as contact center, luxury retail, or hospitality
• Excellent verbal and written communication skills, with the ability to handle difficult conversations empathetically and with integrity
• Confidence in making decisions regarding returns, faulty goods, and concessions as needed
• Ability to work a set schedule including nights, weekends, holidays, with required overtime during peak times
• Proficiency in working at a desk using a computer, headset, and turning on the camera when requested
• Home workspace free from background noise with reliable high-speed internet connection (wired connection preferred)
• Experience working under pressure in high-volume environments while maintaining standards
• Ability to quickly learn new websites and applications, proficient with MS Office and internet browsers
• High school diploma or equivalent

Key Responsibilities

• Act as a brand ambassador for Amazon Luxury Stores, providing high-touch, world-class service
• Resolve customer issues across multiple channels promptly and professionally
• Respond to inquiries about preorders, fit, fashion trends, product availability, and promotions via phone, email, and chat
• Provide critical service and product information to ensure customer satisfaction
• Maintain comprehensive knowledge of Amazon Luxury Stores products and services
• Handle inquiries and cases within policy and service level agreements
• Ensure accurate data capture and provide insights on customer feedback
• Utilize various software to resolve inquiries and escalate technical issues
• Coordinate with external shipping contractors for domestic and international issues

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