Virtual Customer Service Associate – Work From Home

Role: Virtual Customer Service Associate (VCSA) – DAVAO CITY (Must have at least a year of BPO experience)Job Type: Permanent, Full-time

Here at Amazon, our mission is to be the most customer-centric company globally, and our dedicated Customer Service team is instrumental in achieving this goal. Our passion for serving customers to the utmost drives us forward, reflected in our distinctive approach. Unlike traditional setups, we don’t adhere to scripts or rehearsed dialogues. Instead, we provide thorough training to empower you with the abilities required to tackle customer issues effectively. Every interaction is an opportunity for you to showcase your unique personality, delivering the outstanding support experience that our customers cherish.

What will you do as a Virtual Customer Service Associate?

As an Amazon Virtual Customer Service Associate, your main focus is to anticipate and address issues, handle inquiries, and guarantee customer contentment. Acting as the first point of contact for customers in North America and/or the United Kingdom (UK), you’ll handle their queries via phone, chat, or email. This includes addressing a diverse array of topics such as orders, products, payments, website navigation, and digital device concerns. Employing a range of tools, you’ll navigate, investigate, and apply solutions while ensuring clear and efficient communication with customers.

What are your hours?

This role offers flexibility in hours to meet customer needs. You’ll work rotating shifts, totaling at least 40 hours per week, handling calls, chats, and emails throughout. Shifts vary from Sunday to Monday, including rotating and graveyard shifts. Schedules are provided at least 4 weeks in advance, potentially changing every 4 weeks. Flexibility is essential, as you may work holidays and weekends, with possible overtime. During peak times, there may be limitations on tardiness, absences, leaves, and time off. Detailed schedule information will be given closer to your start date.

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What strengths will you bring?

  • Attentive, articulate, and thorough.
  • Friendly and focused on customer needs.
  • Fast learner with a flexible attitude.
  • Capable of handling multiple tasks in a dynamic environment.

What benefits will you receive?

  • Compulsory government benefits
  • Health Maintenance Organization (HMO)
  • Healthcare Expense Account Life and Personal Accident Coverage
  • Extensive training and continuous skill enhancement opportunities
  • Employee Support Program
  • Annual and Sick Leave
  • Entitlement Extra Paid Time Off

What should you prepare for your application?

  • Government-issued identity papers
  • Validation of required identification numbers: SSS, Tax Identification Number (TIN), Pagibig, and Philhealth

If this sounds like it’s you, then click on the link below to start the application process!

Allocate 1-2 hours to finish the entire application process, which includes assessments to evaluate your fit for the role. For optimal experience, we suggest using a laptop or desktop computer. You have the option to save your progress at each stage and resume later if necessary. Nonetheless, we recommend completing the process in one sitting whenever possible.

Should your application prove successful, we will be in touch with you to discuss the next steps!

Please review the dos and don’ts of the position in this video http://bit.ly/2M73QYp.

BASIC QUALIFICATIONS

What qualifications do we need from you?

  • Possess at least one year of BPO experience
  • Minimum age: 18 years old
  • Completed at least two years of college or Senior High School Graduate; or
  • High school graduate (under the old curriculum) with at least one year of customer service experience; or,
  • Less than two years of college with at least one year of customer service experience
  • Hold the right to work in the Philippines without restrictions
  • Proficiency in English communication skills (both written and oral)
  • The position requires availability for varying shifts from Monday to Sunday. Your schedule will consist of a 9-hour shift (8 hours of work with a 1-hour lunch break), during which you’ll handle customer inquiries via calls, chats, and emails.
  • You must be open to working rotating shifts, including early mornings, evenings, overnight, holidays, weekends, and overtime as necessary. During peak periods, there may be restrictions on tardiness, absences, approved leaves, and time off to ensure we meet customer needs.
  • You should also be prepared to accommodate schedule changes as per business requirements.
  • The schedule will be dynamic, involving shifting, rotating, and predominantly graveyard schedules.
  • We seek candidates who excel in fast-paced, multitasking, high-energy environments. They should demonstrate creative and analytical problem-solving abilities, alongside a strong dedication to delivering exceptional customer service.
  • A quiet, distraction-free workspace with a dedicated office space, desk, and chair is imperative.
  • Candidates must have a reliable internet connection with a minimum speed of 50Mbps for both download and upload, limited to Fiber and DSL connection types. The internet connection must be dedicated; wireless prepaid/postpaid, broadband stick, satellite, and LTE connections are not suitable.
  • Choose your internet service provider from the reputable options of PLDT, Sky, Globe, or Converge. Ensure your modem/router is LAN-compatible.
  • Set up a dedicated workspace or create an office-like ambiance at home. Ensure seamless internet connectivity throughout your work shift to maximize productivity. Cultivate a professional work environment free from interruptions during your designated hours.
  • Your address must be located within Davao City, and provide a physical residence (apartment, house, or suite) for equipment delivery and official communications. Note that PO Boxes are not suitable for this purpose.