Associate Customer Support / Sr. Associate Customer Support @ Tech Mahindra

Reporting To: Operations TL
Band / Grade: U1 / U2 Job Location: Bangalore
Name of the Process: Amazon

Line of Business: NA CSA Voice Support

Educational Qualification: UG Can apply / Any Graduate can apply.
Age:< 45
Work Experience:

Fresher - 24 months U2.
100% weightage will be calculated for BPO experience and 50% weightage will be given to Non BPO experience.

Should possess excellent Voice Communication skills
Versant Qualified of 55 and above

Should know basics of computer and knowledge of MS Office (Word, Excel, PowerPoint) and latest operating systems
Typing 20 WPM and 80% accuracy.

Additional Comments:

Both side transportation will be provided.

-Demonstrates a strong customer service orientation
-Takes responsibility to follow up with customers to ensure their needs and expectations are satisfied and promises are kept

-Ability to effectively communicate his/her thoughts in a well-organized manner
-Excellent, live writing skills

Customer Interaction Skills

-Friendly and upbeat style
-Ability to handle difficult or irate customers effectively
-Ability to set expectations and deliver information in a positive and articulate way

-Investigates and takes action to meet customer's needs
-Solves routine problems effectively, gathering the information necessary from the customer
-Applies systematic approach to solving problems

-Professional and positive in interactions with others and is able to establish rapport quickly
-Treats others with courtesy and respect
-Able to adjust his/her behavior and communication to accommodate working styles and perspectives of diverse individuals

-Demonstrates clear and polite written communication
-Escalates customer issues appropriately and correctly. Demonstrates timely accurate and professional customer service
-Maintains a positive and professional demeanor and portrays the company in a positive light
-Demonstrates knowledge and use of departmental resources, policies and procedures
-Annotate contact topic and actions in Amazon tools
-Maintains email handle time, while remaining friendly and informative (after call email to customers)
-Maintains productivity and quality standards
-Actively seeks solutions and identifies trends to appropriate personnel including possible solutions or suggestions
-Demonstrates appropriate sense of urgency for customer responses
-All other duties as assigned

Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence.

SUMMARY: CSAs will respond to inbound customer inquiries. CSAs will use a wide variety of cloud based tools to navigate customer accounts, research and review policies, and communicate effective solutions

Interview Rounds

1.RMG Screening as per the JD
2.Typing Test min 20 WPM and 80% accuracy.
3.Versant Round
4.Operations Round.
5.HR / Offer discussion if selected.

Job Location:

Bangalore, Electronic City