Customer Service Representative

Company Description:

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics. For Enterprises, these are key factors of success. For us, they're our core expertise. We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation. We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes. Sutherland

Job Description:

Job Overview

We are looking for enthusiastic and customer-focused individuals to join our team as Customer Service Representatives for the Amazon process. The role involves assisting customers and delivery drivers over phone and providing timely support for shipping and delivery-related queries.

Key Responsibilities

• Handle inbound calls interactions from customers and delivery drivers.
• Assist drivers with updates regarding customer packages and orders.
• Help drivers correct or update delivery coordinates when required.
• Support drivers with issues related to lost packages, directions, access codes, and self-service options.
• Understand customer/driver concerns and provide appropriate solutions.
• Maintain a professional, courteous, and customer-focused approach during all interactions.
• Follow proper phone etiquette and maintain effective call control.
• Document incidents and submit the appropriate forms as required.
• Transfer calls to the appropriate department whenever necessary.
• Escalate issues to the next level of support when required.
• Follow defined processes, policies, procedures, scripts, and confidentiality guidelines.
• Ensure accurate and clear communication in all customer interactions.

Qualifications:

Candidate Requirements

• Education: Minimum High School Diploma or equivalent.
• Experience: Freshers and experienced candidates can apply.
• Good spoken and written English communication skills.
• Neutral English accent with good pronunciation, speech clarity, and fluency.
• Good understanding of English grammar.
• Strong comprehension and ability to understand customer/driver concerns.
• Good typing speed and accuracy.
• Basic knowledge of computers and internet browsers.
• Ability to communicate professionally through phone.
• Strong customer service orientation with empathy and a willingness to help.
• Ability to work effectively in a team and follow defined processes.

Additional Information:

Skills

• Excellent verbal and written communication.
• Active listening and comprehension.
• Customer handling and problem-solving skills.
• Good typing and computer skills.
• Ability to multitask and manage customer interactions effectively.
• Professional and positive attitude.
• Willingness to learn and adapt to new processes.

Work Details

• Work Location: Work from Office / On-site
• Shift: Rotational shifts, predominantly night shifts
• Level: L1