Ops specialist (French) , JWO Customer Support, CXQO

As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use. Amazon’s Just Walk Out technology started off with a vision of eliminating the need to wait in checkout queues to enhance customer experience and convenience in physical retail stores. It started off with Amazon’s Go stores, and Amazon is now expanding to share this technology with non-Amazon owned 3P stores. Check the technology out at amazon.com/go. We, CXQO’s 3P CS team, are diligently working every day to delight our customers by understanding customer issues and diving deep to provide quick resolution. We’re looking to hire Customer Service Associate, who is passionate to solve customer issues, exhibits bias for action for problem solving and takes the extra mile to engage customers. The individual will be responsible for handling customer cases and driving it to quick resolution by working with cross-functional teams. The role is based out of HYD11

Key job responsibilities

1. Resolve customer issues and answer customer questions via e-mail, SIMs and voice calls.
2. Proficient in English and French, with excellent writing/reading and speaking abilities.
3. Maintain customer satisfaction by listening calmly and responding empathetically.
4. Work cross-functionally with internal teams to provide quick resolution.
5. Identify recurring customer issues and escalate to management to find scalable root-cause fixes.
6. Recommend and implement small-scale process simplification improvements.
7. Proactively raise issues/alarms that may have an impact on core deliverables or operations to leadership.
8. Maintain strict confidentiality and follow all applicable Amazon policies for securing confidential information.
9. Ensure compliance with procedures and SLAs while achieving quality and performance metrics.
10. Work on the Core queues with willingness to switch between different functions as per business requirement.
11. Drive quality, productivity, and process improvement while keep pace with team’s growth, motivating others to meet the challenges of an extremely customer-focused and metrics driven environment.