Customer Support Specialist, Luxury Stores Customer Service

Amazon Luxury Stores 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, while providing outstanding service and resolving customer issues.

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

Requirements:

• 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
• 2+ years of customer service experience
• Experience with Microsoft Office products and applications
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Customer Service, Contact Center