CS Associates

Job description

DESCRIPTION

 
Amazon is looking for a Virtual Communities moderator (CSA II) who will join our mission to preserve customer trust across Amazon Community Shopping experiences. Our customers are Amazon Shoppers that use Community Shopping content such as Customer Reviews, Questions, Answers and Comments, to make more informed shopping decisions. As a moderator, you will guard against inappropriate content (e.g. illegal or sexually explicit content) and off-topic content (e.g. shipping, seller experience) to preserve trust among shoppers

Skill Requirements

·  Moderate all customer reviews and respond to email queries
·  Meets or exceeds quality and productivity goals assigned by management
·  Demonstrates clear and polite written and oral communication
·  Maintains a positive and professional demeanor and portrays the company in a positive light
·  Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels
·  Follows company policies and processes in order to process customer requests appropriately
·  Demonstrates knowledge and use of departmental resources, policies and procedures.
·  Uses customer service tools in order to provide an accurate response and an exceptional customer experience
·  Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service
·  Proactively communicates system and process issues, and customer feedback trends to management
·  Exceeds customer expectations by going above and beyond all other duties as assigned.
·  The ideal candidate must be flexible in the working schedule as our company operates on a 24/7 basis.
·  Intermediate Internet navigation and troubleshooting Skills
·  Working knowledge of Microsoft Outlook and MS Office applications

Preferred qualifications
·  Some college degree preferred
·  1+ year of relevant phone or email customer service experience
·  Ability to multi-task with phone and computer skills
·  Experience working in a customer service or call center preferred
·  Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
·  Demonstrated ability to work as an effective team member Other Considerations
Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Desired profile

BASIC QUALIFICATIONS

Basic qualifications

·  Must be fluent in [language] and English (Speak, Read and Write)
·  Completed NQF Level 4
·  Minimum one year customer service experience
·  Existing and dedicated uncapped Fiber line 10Mbs Download and 5Mbps Upload (ADSL, LTE lines and Wi-Fi connections are not eligible for this role). Please note that proof of connectivity will be required
·  Home environment free from background noise where you can connect the equipment directly to the router/modem via Ethernet cab