As part of the Amazon/Flipkart Voice and Non-Voice Process team, you will play a crucial role in ensuring seamless customer experiences across various platforms. This position involves handling customer queries through both voice and non-voice channels, including phone, email, and chat support. Your primary goal will be to provide efficient and effective solutions, thereby enhancing customer satisfaction and loyalty.

Key Responsibilities

• Customer Interaction: Manage inbound and outbound calls, emails, and chat inquiries from customers, addressing their concerns, resolving issues, and providing product information.
• Issue Resolution: Identify and troubleshoot problems, escalate complex cases to higher-level support when necessary, and ensure follow-up until resolution.
• Data Management: Accurately document all customer interactions and transactions, including details of inquiries, complaints, and the actions taken.
• Cross-Functional Coordination: Work closely with other departments to resolve customer issues that require coordination with logistics, sales, or technical teams.
• Performance Monitoring: Track key performance metrics such as response time, resolution rate, and customer satisfaction scores, and strive to improve them continuously.
• Quality Assurance: Maintain high standards of service by adhering to established protocols, policies, and scripts, while also providing personalized support when needed.

Required Skills and Qualifications

• Education: A high school diploma or equivalent is required; a bachelor degree is preferred.
• Communication Skills: Excellent verbal and written communication skills in English are essential. Additional language proficiency is a plus.
• Technical Proficiency: Familiarity with customer support tools like CRM software, as well as basic knowledge of Microsoft Office (Word, Excel, Outlook).
• Problem-Solving Ability: Strong analytical skills to diagnose issues, provide accurate information, and offer viable solutions.
• Customer-Centric Approach: A genuine passion for helping customers, with the ability to remain patient, empathetic, and courteous in challenging situations.
• Adaptability: Ability to work in a fast-paced environment, handle high volumes of inquiries, and quickly learn about new products or services.

Experience

• Previous experience in a customer service or call center environment is highly desirable but not mandatory.
• Experience in handling both voice and non-voice customer interactions is an added advantage.
• Freshers with strong communication skills and a customer-oriented mindset are encouraged to apply.

Working Hours

• Shift Timings: Flexible working hours with shifts that may include early mornings, late nights, and weekends. Specific shifts will be assigned based on business needs.
• Remote Work Option: Depending on the role, there may be opportunities for remote or hybrid work arrangements.

Knowledge Skills and Abilities

• Knowledge: Understanding of e-commerce platforms, particularly Amazon and Flipkart, including their policies and procedures.
• Skills: Strong organizational skills, ability to multitask, and keen attention to detail.
• Abilities: Ability to work independently as well as part of a team, handle pressure effectively, and meet tight deadlines.

Benefits

• Compensation: Competitive salary with performance-based incentives and bonuses.
• Health and Wellness: Comprehensive health insurance coverage, including medical, dental, and vision plans.
• Professional Development: Opportunities for career advancement, including training programs and mentorship.
• Work-Life Balance: Paid time off, including holidays, vacation, and sick leave, along with flexible work hours.

Why Join

• Reputable Brands: Be part of the globally recognized brands Amazon and Flipkart, and contribute to their customer service excellence.
• Growth Opportunities: A dynamic environment that fosters personal and professional growth, with a clear path for career progression.
• Innovative Culture: Work in a supportive atmosphere that encourages innovation, creativity, and continuous learning.
• Global Impact: Make a tangible impact by helping customers across the world, enhancing their shopping experience and satisfaction.

How to Apply

Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and interest in the position. Applications can be submitted online through the HR Service Jobs website or via email to us. Shortlisted candidates will be contacted for further assessments.