Role: Virtual Customer Service Associate (VCSA) – Davao City (BPO Experience Required)
Job Type: Permanent, Full-time
At Amazon, our mission is to be the most customer-centric company in the world, and our Customer Service team is key to making this vision a reality. We’re driven by a genuine passion for serving our customers and take pride in our unique approach. We don’t rely on scripts or pre-written responses; instead, we offer comprehensive training to equip you with the skills needed to address customer issues effectively. Each interaction is your chance to bring your own personality into the mix and provide the exceptional support that our customers value.
What will you do as a Virtual Customer Service Associate?
As an Amazon Virtual Customer Service Associate, your primary role is to proactively identify and resolve customer issues, manage inquiries, and ensure overall satisfaction. Serving as the initial point of contact for customers in North America and/or the United Kingdom (UK), you’ll address their concerns through phone, chat, or email. Your responsibilities include handling a variety of topics such as orders, products, payments, website navigation, and digital device issues. Using a range of tools, you’ll troubleshoot, investigate, and provide solutions while maintaining clear and effective communication with customers.
What are your hours?
This position offers flexible hours to accommodate customer needs, with a requirement to work at least 40 hours per week. You will handle calls, chats, and emails across rotating shifts, which may include weekends, holidays, and graveyard shifts. Shifts are scheduled from Sunday to Monday and are subject to change every 4 weeks, with schedules provided at least 4 weeks in advance. Flexibility is crucial, as you might be required to work during peak times, with potential limitations on tardiness, absences, and time off. Detailed scheduling information will be provided closer to your start date.
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!
Basic Qualifications
What qualifications do we need from you?
Qualifications:
- Minimum of one year of BPO experience.
- Must be at least 18 years old.
- Completed at least two years of college or be a 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.
- Legal right to work in the Philippines without restrictions.
- Strong proficiency in English communication skills (both written and oral).
Position Details:
- Availability for varying shifts from Monday to Sunday, including early mornings, evenings, overnight shifts, holidays, and weekends.
- Shifts consist of 9 hours (8 hours of work plus a 1-hour lunch break).
- Flexibility is required as schedules are dynamic and may involve rotating and predominantly graveyard shifts.
- During peak periods, restrictions on tardiness, absences, and time off may apply to meet customer needs.
- Candidates must be prepared for potential schedule changes based on business requirements.
Workspace and Equipment Requirements:
- A quiet, distraction-free workspace with a dedicated office area, desk, and chair is essential.
- A reliable internet connection with a minimum speed of 50 Mbps for both download and upload is required. Only Fiber and DSL connections are acceptable; wireless prepaid/postpaid, broadband stick, satellite, and LTE connections are unsuitable.
- Choose a reputable internet service provider such as PLDT, Sky, Globe, or Converge. Ensure your modem/router is LAN-compatible.
- Set up a dedicated workspace or an office-like environment at home, ensuring seamless internet connectivity throughout your shift to maximize productivity.
- Your residence must be within Davao City, with a physical address (apartment, house, or suite) for equipment delivery and official communications. PO Boxes are not acceptable.