Are you inspired by luxury fashion and beauty and helping consumers discover these brands online in new, innovative ways? Luxury Stores at Amazon is continually growing its meaningful selection across a global portfolio of luxury fashion and beauty brands. As a Customer Support Specialist, you will be the voice of Amazon Luxury Stores, fielding real-time calls in a remote, call center environment from customers globally.

The ideal Customer Support Specialist is caring and compassionate, enthusiastic, solutions-oriented and committed to providing outstanding service to all our customers.

Amazon Luxury Stores is looking for an action-oriented, motivated individual who has an obsession for customer satisfaction and experience working with high-end, luxury merchandise. Successful candidates will be responsible for achieving explicit department goals. An ideal candidate will excel in a fast-paced, multi-tasked, dynamic environment. This is a full-time, direct-hire position that pays $19.00/hour. We are a call center open 7am-9pm CST, 7 days a week. Must have the flexibility to work a variety of shift assignments including nights/weekends/holidays/over time.
This role is a fully remote, candidate location restrictions may apply.

Basic Qualifications

* 2+ years of experience within a luxury customer service-focused environment, such as contact center, luxury retail, or hospitality
* Excellent verbal and written communication skills. Able to handle difficult conversations with a high level of empathy and integrity
* Be confident to make decisions with late returns, faulty goods and concessions if necessary
* Ability to work a set schedule (scheduled start, stop, breaks and lunches), including nights, weekends, and holidays, with required overtime as business needs; flexibility required during peak times
* The ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turn on the camera when requested by leadership
* This is a virtual role and requires a home work area that is free from background noise where you can connect to the internet and work on your deliverables
* Experience working under pressure in a high-volume environment while maintaining standards for productivity, quality, and service
* The ability to meet the Amazon Customer Contact Center Work from Home Guidelines and expectations which includes using a wired, high-speed Internet, Modem or Router w/ Ethernet Port – Customer Support Specialists must connect directly (No Satellite Internet or Wi-Fi)
* Highly proficient with desktop applications such as MS Office and Internet browsers; Comfortable working with computers and smartphones. Ability to quickly learn how to use new websites and apps
* High school diploma or equivalent.



Key job responsibilities
* Act as a brand ambassador for Amazon Luxury Stores, providing world-class, high-touch service to all customers
* Be the first point of contact to resolve customer issues across multiple channels in a timely manner, communicating through email, phone, and chat.
* Reply to preorder questions about fit, fashion trends/style, product availability, and promotions via phone, email, and online chat.
* Provide customers with critical service and product information, ensuring customer satisfaction
* Demonstrate sound understanding and comprehensive knowledge of the Amazon Luxury Store’s full range of products and services
* Handle customer inquiries and/or cases through different channels in a timely and professional manner decisions in consideration of the policies and procedures within the service level agreement
* Ensure clear and accurate data capture, be able to provide both quantitative and qualitative insights of customers’ voices
* Utilize a variety of software programs to resolve customer inquiries and identify and escalate system errors and other technical issues

- Utilize a variety of software programs to resolve customer inquiries.
- Work with external shipping contractors to assist customers with both domestic and international issues.