Customer Support Executive – Amazon Chat (US Process)

Job Description:

Job Summary: We are looking for a customer-obsessed Chat Support Executive to join our Amazon process. You will be the first point of contact for customers, handling real-time inquiries via chat. Your goal is to provide accurate information and resolve issues with a "First Contact Resolution" mindset.

Key Responsibilities:

• Handle 2–3 concurrent customer chats professionally and efficiently.
• Assist customers with order tracking, cancellations, returns, and refund queries.
• Navigate through multiple Amazon internal tools and databases to provide real-time solutions.
• Identify and escalate complex issues or potential fraud to the appropriate department.
• Maintain high CSAT (Customer Satisfaction) and NPS (Net Promoter Score) ratings.
• Ensure all interactions meet Amazon’s quality and compliance standards.

Required Qualifications & Skills:

• Education: Graduate or Undergraduate (HSC) with relevant experience.
• Experience: 1–3 years in International Chat Support or BPO (Experience in E-commerce is a huge plus).
• Typing Speed: Minimum 45–50 WPM with 95% accuracy.
• Communication: Exceptional written English (grammar, punctuation, and tone).
• Analytical Skills: Ability to multitask and problem-solve under pressure.
• Shift: US Shifts (Night Shifts)
• Working Days: 6 Days a week (Sunday - Offs)