Evening Customer Support
- Recruiter
- Confidential
- Location
- Swansea
- Salary
- Competitive
- Posted
- 28 Jul 2022
- Closes
- 25 Aug 2022
- Sectors
- Education & Teaching, Support
- Contract Type
- Permanent
- Hours
- Full Time
Job summary
The First Line Support Agent acts as the primary interface for our customers, providing phone, email and live chat support. The agent will be responsible for providing timely and accurate operational support to customers on our internal platform, offering a first class customer experience in all interactions. A First Line Support Agent will also identify chronic system issues, provide process improvements and recommendations, develop internal documentation, and contribute to a team environment.
The ideal candidate will be high energy, and solution focused with a passion for customer service. We are seeking demonstrable logical thinking and analytical skills, with the ability to understand and empathize with customers. Willingness to work to high performance targets as well as an inquisitive and improvement based approach to work are critical competencies for this role.
The First Line Support Agent demonstrates end to end ownership of every seller interaction and couples this with proactive problem solving to provide exceptional support to our customers. Able to deal with pressure and satisfy customer concerns or frustration even in the most challenging of environments, our first line support can diffuse complex situations, ensuring customer satisfaction. Our team members are expected to maintain a positive and professional demeanour, always portraying the company in a positive light and effectively managing sensitive issues.
This role benefits from series of shift patterns:
1pm-10pm, 4pm - 1am, 12pm - 9pm, 9am-5:30pm and you will also be expected to work some week-ends.
Please note the first 4 weeks will be an induction programme and will take place on the standard day shift in our Swansea office between the 8.30am-5.30pm daily.
BASIC QUALIFICATIONS
Demonstrates effective, clear and professional written and oral communication, composure, and professional attitude
Has the ability to learn quickly through a variety of formats.
Bears strong prioritisation and time management skills, with a high degree of flexibility.
Has the ability to embrace change with flexibility.
Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
PREFERRED QUALIFICATIONS
Business acumen in areas of e-commerce and retail is advantageous
Experience within a customer service /contact centre environment would be an advantage.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability, medical condition or impairment, and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial (phone number removed). If calling from Ireland, please dial (phone number removed). You may also contact us if you might need an adjustment in your new role and would like to initiate a request prior to starting your Day 1.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ((url removed)s/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates
The First Line Support Agent acts as the primary interface for our customers, providing phone, email and live chat support. The agent will be responsible for providing timely and accurate operational support to customers on our internal platform, offering a first class customer experience in all interactions. A First Line Support Agent will also identify chronic system issues, provide process improvements and recommendations, develop internal documentation, and contribute to a team environment.
The ideal candidate will be high energy, and solution focused with a passion for customer service. We are seeking demonstrable logical thinking and analytical skills, with the ability to understand and empathize with customers. Willingness to work to high performance targets as well as an inquisitive and improvement based approach to work are critical competencies for this role.
The First Line Support Agent demonstrates end to end ownership of every seller interaction and couples this with proactive problem solving to provide exceptional support to our customers. Able to deal with pressure and satisfy customer concerns or frustration even in the most challenging of environments, our first line support can diffuse complex situations, ensuring customer satisfaction. Our team members are expected to maintain a positive and professional demeanour, always portraying the company in a positive light and effectively managing sensitive issues.
This role benefits from series of shift patterns:
1pm-10pm, 4pm - 1am, 12pm - 9pm, 9am-5:30pm and you will also be expected to work some week-ends.
Please note the first 4 weeks will be an induction programme and will take place on the standard day shift in our Swansea office between the 8.30am-5.30pm daily.
BASIC QUALIFICATIONS
Demonstrates effective, clear and professional written and oral communication, composure, and professional attitude
Has the ability to learn quickly through a variety of formats.
Bears strong prioritisation and time management skills, with a high degree of flexibility.
Has the ability to embrace change with flexibility.
Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
PREFERRED QUALIFICATIONS
Business acumen in areas of e-commerce and retail is advantageous
Experience within a customer service /contact centre environment would be an advantage.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability, medical condition or impairment, and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial (phone number removed). If calling from Ireland, please dial (phone number removed). You may also contact us if you might need an adjustment in your new role and would like to initiate a request prior to starting your Day 1.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ((url removed)s/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates