International Voice Process Agent

About the Role

This position is for an International Voice Process Agent based in Bengaluru, Karnataka. The role involves handling inbound customer queries for Amazon.com, a global leader in e-commerce and technology. Agents use cloud-based tools to access customer details, understand policies, and provide effective solutions.

Primary Responsibilities

• Handle customer inquiries via voice communication with a focus on clear, polite, and professional interaction.
• Properly escalate issues when necessary, ensuring timely and accurate customer responses.
• Document interactions and actions taken using Amazon's internal tools.
• Maintain productivity and quality standards while staying friendly and informative in communication, including follow-up emails.
• Actively seek solutions, identify recurring trends, and suggest improvements to relevant teams.
• Uphold company values by demonstrating professionalism and positive demeanor at all times.

Required Qualifications and Competencies

• Applicants should be under 45 years of age with any undergraduate degree or equivalent qualification.
• Experience: Freshers or candidates with less than 12 months work experience; BPO experience is given full weightage while non-BPO experience is weighted at 50% during evaluation.
• Excellent verbal and written English communication skills, demonstrating clarity and organization.
• Computer proficiency including basic knowledge of MS Office applications (Word, Excel, PowerPoint) and current operating systems.
• Typing speed of at least 20 words per minute with 80% accuracy.
• Customer service orientation with ability to manage difficult or irate customers calmly and professionally.
• Problem-solving skills involving systematic investigation and solution application to meet customer needs.
• Interpersonal skills that include respect, adaptability, and relationship-building with diverse individuals.

Additional Information

• Transportation to and from the workplace will be provided for both directions.

Selection Process

• Round 1: Screening aligned to job description by Recruitment Management Group.
• Round 2: Typing test verifying minimum speed and accuracy standards.
• Round 3: Language assessment (SHL - CEFR Level C1).
• Round 4: Operations evaluation.
• Round 5: HR discussion and offer negotiation, if selected.