Latest Jobs at Amazon

DESCRIPTION
Job summary

•  Moderate all customer reviews and respond to email queries
•  Meets or exceeds quality and productivity goals assigned by management
•  Demonstrates clear and polite written and oral communication
•  Maintains a positive and professional demeanor and portrays the company in a positive light
•  Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels
•  Follows company policies and processes in order to process customer requests appropriately
•  Demonstrates knowledge and use of departmental resources, policies and procedures.
•  Uses customer service tools in order to provide an accurate response and an exceptional customer experience
•  Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service
•  Proactively communicates system and process issues, and customer feedback trends to management
•  Exceeds customer expectations by going above and beyond all other duties as assigned.

A day in the life

About the hiring group

Job responsibilities

BASIC QUALIFICATIONS

•  Must be fluent in German (Speak,Read and write). A basic understanding of English will be required.
•  Matric or equivalent
•  1+ year of relevant customer service experience
•  Internet navigation and troubleshooting Skills
•  Proficiency in Microsoft Outlook and MS Office applications
•  Excellent communication skills (spoken and written)
•  Flexibility in work schedule -(Shifts will possibly start and end outside of normal business hours)
•  South African Citizen / Permanent Resident / Holder of legal right to work in South Africa

Due to the temporary virtual nature of the position Amazon requires candidates to meet the Amazon internet requirements which is to have a dedicated 10MB Uncapped Fiber line (LTE lines are not eligible for this role). Candidates should also have a suitable work from home environment or dedicated work space at home.

“Amazon is an equal opportunities employer. We value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae. Amazon is strongly committed to diversity within its community and Employment Equity within the workplace, and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates.”

PREFERRED QUALIFICATIONS

•  Some college degree preferred
•  1+ year of relevant phone or email customer service experience
•  Ability to multi-task with phone and computer skills
•  Experience working in a customer service or call center preferred
•  Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
•  Demonstrated ability to work as an effective team member

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

go to method of application »

DESCRIPTION
Job summary
Do you think Cloud Computing is fascinating? Do you ever ponder the backbone that powers internet TV and social media? Are you passionate about driving customer success, eager to learn new technologies, and someone who loves discussing them with friends and family? Do you thrive in a dynamic, fast-paced environment? Does the idea of launching a load balanced java application in Singapore from your laptop in South Africa intrigue you?

AWS Support provides support to a global list of customers that are building mission-critical applications on top of AWS services. The team is a self-standing P&L with the ability to drive both Free Cash Flow and world class customer experience. Our team of talented engineers is located in 4 countries around the world to provide support to our customers 365 days a year, 24 hours a day.

AWS Trust and Safety Team

• Our Trust and Safety Team focuses on scenarios where AWS hosted resources negatively impact third party on the Internet in addition to eliminating a wide a range of online risk for Simple Email Services. The team is key in maintaining the reputation of AWS’s IP Space and email deliverability. The team vets potential abuse issues and contacts AWS customers in order to put a stop to these harmful acts. The Trust and Safety Team acts as the first line of defense for AWS by analyzing trends and reporting findings to AWS service teams as needed. AWS Customers may experience abuse or attacks on their resources for several reasons including incorrect use of security protocols and/or tools. The team devotes their time and attention to helping identify impactful customer scenarios such as these. They classify incoming reports of abuse while exercising sound judgment in the decisions they make. Team members display strong technical skills while providing complex AWS account support to our customers and other AWS teams. The team works to create trust and maintain customer loyalty by going above and beyond the customer’s expectations to ensure Amazon Web Services remains the most customer centric company on Earth!

AWS Abuse/SES Technical Customer Service Associate Responsibilities (include but are not limited to):

•  Own AWS customer issues
•  Quickly assess customer issues in order to provide accurate support by written and verbal communication and be required to contact customers by phone.
•  Be able to work independently, while knowing how/when to handle or escalate critical customer issues
•  Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
•  Manage their queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
•  Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
•  Due to the 24x7 operations of the business, must be able to work a flexible work schedule that may include nights, weekends, holidays, overtime, etc.
•  Process limit increase request on behalf of AWS customers in line with policy.
•  Execute messaging to customers on best practices
•  Facilitates escalations to other Trust and Safety stakeholders and escalates cases judiciously to either senior Investigation & Prevention team members and/or to service teams, while continuing to monitor those escalations to resolution
•  Monitor queues for trends
•  Provides leadership and security teams with feedback on policies, procedures and tools that need improvement or creation
•  Calls out incidents and trends to senior Trust and Safety team members and/or Security stakeholders

BASIC QUALIFICATIONS

•  High School Diploma
•  Background with eCommerce, risk, and fraud investigations
•  2+ years of experience in a customer support or IT Help Desk environment working within trouble ticketing/tracking systems and complex billing systems
•  Familiarity with Web Technologies and the Internet (preferably website hosting or building)
•  Familiarity with networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing
•  Proficiency in MS Office, with an emphasis on Excel
•  Strong prioritization, time management skills, and flexibility
•  Ability to communicate complex transactional issues correctly and clearly to both internal and external customer
•  A 10MB fiber line is required to facilitate working from home until we return into office

PREFERRED QUALIFICATIONS

•  Network+ Certification or equivalent demonstrable knowledge
•  Security+ Certification or equivalent demonstrable knowledge
•  Experience with Amazon Web Services products and features

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

go to method of application »

DESCRIPTION

Job summary
Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Customer Service team you will be at the forefront of this transformational technology assisting a global list of customers that are taking advantage of a growing set of services and features to run their mission-critical applications.

AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help with account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.

Do you think Cloud Computing is fascinating? Do you ever ponder the backbone that powers internet TV and social media? Are you passionate about driving customer success? Interested in learning new technologies? Do you thrive in a dynamic, fast-paced environment? Do you love discussing new technologies with your friends and family?
AWS Trust and Safety - Abuse Investigation & Prevention
Our Abuse Investigation & Prevention Team focuses on scenarios where AWS hosted resources negatively impact other users on the Internet.
The team is key in maintaining the reputation of AWS’s IP space. The team vets potential abuse issues and contacts AWS customers in order to put a stop to these harmful acts. Abuse Investigation & Prevention acts as the first line of defense for AWS by analyzing trends and reporting findings to AWS service teams as needed. AWS Customers may experience abuse or attacks on their resources for several reasons including incorrect use of security protocols and/or tools. The team devotes their time and attention to helping identify impactful customer scenarios such as these. They classify incoming reports of abuse while exercising sound judgment in the decisions they make. Team members display strong technical skills while providing complex AWS account support to our customers and other AWS teams. The team works to create trust and maintain customer loyalty by going above and beyond the customer’s expectations to ensure Amazon Web Services remains the most customer centric company on Earth!

As an AWS Trust and Safety Team Manager, you are responsible for ensuring that front line Technical Customer Service Associates (TCSAs) are set up for success. You will be responsible for ensuring standards for productivity and quality are achieved. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature. You will work with exceptionally driven, customer focused Associates and Premium Support Engineers. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.
**This role is supporting cloud computing customers of Amazon, so the individual will have to demonstrate a technology affinity to be successful.**

In addition, your responsibilities will include, but will not be limited to, the following:

People Management
- Leading a team of approximately 10 associates; responsible for overall direction, coordination, and evaluation of the team.
· Identifying and eliminating barriers to accuracy, productivity, and quality
· Organizes, prioritizes and schedules work assignments to meet business need.
· Manages workforce, develops and maintains staff scheduling and capacity planning.
· Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
· Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
· Can adapt well and lead team in an environment through changes in circumstances, direction, and strategy.

Project and Operations Management
- Owning escalated customer contacts and leading the effort to satisfactorily resolution
· Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes
· Providing prompt, efficient, detailed, customer-oriented service to AWS customers
· Working with other customer support teams to ensure a consistent and high-quality level of support
· Driving projects that improve support-related processes
· Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams
· Acting as an advocate for our customer, reporting and acting on observed areas for improvement
· Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
· Assisting with customer communication during AWS critical launches and support events
· Assuming responsibility for developing detailed knowledge about specific product lines and features
· Making sure internal knowledge reference pages are updated
· Perform ambiguous tasks without guidance and support and have the ability to suggest actions without having all the information.


About the team
Inclusive Team Culture

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work/Life Balance
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

BASIC QUALIFICATIONS

· 1+ years previous leadership experience preferably in contact center operations.
· Project management experience
· Familiarity with general principles of Workforce in a customer contact center environment
· Ability to be flexible in shift assignments and work areas, including nights and weekends
· Demonstrating Amazon Leadership Principles in current role
· Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired
· Familiarity with Web Technologies and the Internet (preferably website hosting or building)
· Solid knowledge of security concepts (vulnerabilities, firewalls, common security issues)
· Ability to learn new technologies and stay current with related field information
· Demonstrated history of improving customer experience / contact interaction
· Strong oral (speaking, listening, interpretation) and written communication skills.
· Able to work in an ambiguous, fast paced work environment.
· Absolute passion for ensuring a great customer experience with every contact.
· Strong technical analysis skills; you are someone who wants to dive into the numbers and seeks to understand
· Matric Diploma or NQF level 4
 

PREFERRED QUALIFICATIONS

· Bachelors degree preferred such as Computer Science, Science, Commerce
· Experience with AWS technologies

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.