Customer Service Associate-VCS-India

An Amazon Customer Service Associate is a critical part of our mission to deliver timely, accurate and professional
customer service to all Amazon customers. This vital position requires an action-oriented, flexible problem-solver
who will assist customers in expediting orders and correcting post-sales problems. Associates communicate with
customers primarily through mail, chat and phone and utilize a variety of software tools to navigate customer
accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment.

Job Description

Customer Service Associate- VCS- India:

Virtual Customer Service (VCS) - It is a ‘Work from Home’ model for India CS. VCS associates are expected to
work from a home location approved by Amazon for all scheduled hours. It is the responsibility of the associates to
ensure uninterrupted internet connectivity and ‘work-like’ environment at home location so that associates can deliver
their best in terms of productivity and quality.

Knowledge & Skills Required

Desired skills:

 Action oriented, self-disciplined and organized

 Effective time management skills and ability to prioritize work time to ensure productivity and
department standards
 Ability to communicate clearly with both internal and external customers
 Good comprehension skills - ability to clearly understand and address customer issues appropriately
 Good composition skills - ability to compose grammatically correct, concise, and accurate written
responses
 Ability to use a desktop/Laptop computer system, Familiarity with Windows 7, Microsoft Outlook, and
Internet Explorer
 Good typing skills

Preferred Criteria:

 Should be self-driven, motivated and task driven individual who can learn fast and operate with minimal
support from Manager and Lead.
 Should ensure uninterrupted internet connectivity during working shift so as to ensure maximum
productivity
 Should ensure ‘Work-like’ environment with no disturbance during the work hours.

The ideal candidates will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be
creative and analytical problem solvers with a passion for excellent customer service.

Customer Focus:

 Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced
environment
 Ability to empathize with and prioritize customer needs
 Demonstrates interpersonal skills with a diverse customer base
 Demonstrates conflict resolution, negotiation, and de-escalation skills
 Demonstrates ownership to resolve challenging customer issues, escalating when necessary
 Ability to determine customer needs and provide appropriate solutions
 Maintain regular and reliable attendance, including the daily schedule as assigned
 Flexible with the working schedule; may be expected to work weekends, holidays and events

Amazon is an Equal Opportunity Employer

  Ability to work overtime as required by business - as much as 60 hours a week, most often occurring in the
weeks surrounding the Christmas holiday season

Problem Solving Skills:

 Effective problem solving skills including decision making, time management and immediate prioritization of
tasks as assigned
 Ability to approach problems logically and rationally
 Action oriented and self-disciplined
 Organized and detail-oriented
 Ability to quickly and effectively prioritize work time in various departments to meet business need
 Ability to maintain composure in highly escalated situations

Qualifications required

Minimum qualification is 10 + 2. Any graduate

Shifts: Rotational

Benefits: NSA, OT, Meal Card.

About Amazon.com

“Many of the problems we face have no textbook solution, and so we-happily-invent new ones.” – Jeff Bezos

Amazon.com – a place where builders can build. We hire the world's brightest minds and offer them an environment
in which they can invent and innovate to improve the experience for our customers. A Fortune 100 company based in
Seattle, Washington, Amazon is the global leader in e-commerce. Amazon offers everything from books and
electronics to apparel and diamond jewelry. We operate sites in Australia, Brazil, Canada, China, France, Germany,
India, Italy, Japan, Mexico, Netherlands, Spain, United Kingdom and United States, and maintain dozens of fulfillment
centers around the world which encompass more than 26 million square feet.

Technological innovation drives the growth of Amazon, offering our customers more selection, convenient shopping,
and low prices. Amazon Web Services provides developers and small to large businesses access to the horizontally
scalable state of the art cloud infrastructure like S3, EC2, AMI, CloudFront and SimpleDB, that powers Amazon.com.
Developers can build any type of business on Amazon Web Services and scale their application with growing
business needs.

We want you to help share and shape our mission to be Earth's most customer-centric company. Amazon's evolution
from Web site to e-commerce partner to development platform is driven by the spirit of invention that is part of our
DNA. We do this every day by inventing elegant and simple solutions to complex technical and business problems.
We're making history and the good news is that we've only just begun.

About Amazon India

Amazon teams in India work on complex business challenges to innovate and create efficient solutions that enable
various Amazon businesses, including Amazon websites across the world as well as support Payments,
Transportation, and Digital products and services like the Kindle family of tablets, e-readers and the store. We are
proud to have some of the finest talent and strong leaders with proven experience working to make Amazon the
Earth’s most customer-centric company.

We made our foray into the Indian market with the launch of Junglee.com, enabling retailers in India to advertise their
products to millions of Indian shoppers and drive targeted traffic to their stores. In June 2013, we launched
www.amazon.in for shoppers in India. With www.amazon.in, we endeavor to give customers more of what they want
– low prices, vast selection, fast and reliable delivery, and a trusted and convenient online shopping experience. In 2
years since launching our India operations, we have expanded our offering to over 22 million products across 100s of
stores! Our philosophy of working backwards from the customers is what drives our growth and success.

Amazon is an Equal Opportunity Employer

We will continue to strive to become a trusted and meaningful sales and logistics channel for retailers of all sizes
across India and a fast, reliable and convenient online shopping destination for consumers. For us, it is always “Day
1” and we are committed to aggressively invest over the long-term and relentlessly focus on raising the bar for
customer experience in India.

Amazon India offers opportunities where you can dive right in, work with smart people on challenging problems and
make an impact that contributes to the lives of millions. Join us so you can - Work Hard, Have Fun and Make History.

About the Customer Service Team

Our Amazon Contact Centers work towards a single goal: to deliver the best possible support experience to our
customers. To do that, our CS Operations teams are empowered and expected to think like owners. We solve
problems the first time so that customers have an effortless experience every time.

Building on Amazon’s global mission of being the ‘Earth’s most customer-centric company’, the Customer Service
team started operations in August 2005 and has grown steadily in size and scope since then. We provide 24/7
support to customers across North America, UK, India, Australia and Canada. Our Team members are empowered to
think like owners and resolve customer problems via phone, email or live chat. We operate in a fast-paced, dynamic
environment and make an impact to millions of customers across the globe.

Our relentless focus on process improvements has helped us continuously evolve and expand our focus into new
business domains.

Amazon is an Equal Opportunity Employer

 Amazon Assessment Instruction Booklet

Introduction
Welcome to Amazon’s Assessment process !

This is a guide providing detailed instructions which will cover Do’s & Don’t’s and assist
all the Amazon aspirants.

Please refer to the respective assessment instructions as per the below index.

Index:

Sl Name Page
No. No.
1 Versant Written Test 2
2 Cultural Assessment 4
3 Virtual Job Tryout 5

Amazon Assessment – 1:
Amazon Assessment Instruction Booklet 1
Versant Written Test (VWT)
The Versant Writing Test is an English
proficiency test which measures writing skills. It
assesses the use of everyday written English in
a workplace environment.

The test questions reflect many different

workplace situations that require written English,
including taking notes, summarizing, and
responding to emails.

This is a ~25 minutes timed test and includes

three sections as listed below:

QUESTION/TIME
PART ITEM TYPE DO'S AND DONTS'
ALLOTED
• DO pay attention to spelling and capitalization.
25 seconds per
question (20 • DO choose a word that is both appropriate and
A Sentence Completion questions) grammatically accurate.

• DON’T type more than one word.

• DO use your own words.

• DO write complete grammatical sentences.

• DON’T memorize the passage word for word or

90 seconds per
Passage take notes.
B question (4
Reconstruction
passages)
• DON’T write a summary (you should include all
details).

• DO read the situation carefully and address your

email to the right person.
• DO write in complete grammatical sentences.
C Email Writing 9 minutes

Steps to take the Test:

1. Put on headphones and check the volume settings
2. Enter your Test Identification Number and click “Start” to begin the test.
3. Take the test by responding to the test questions.
4. Listen attentively to all instructions in the test.

A)Sentence Completion:
Amazon Assessment Instruction Booklet 2
Please type only one word that best fits the meaning of the sentence. Type only one word. You will
have 25 seconds for each sentence. The system will automatically move to the next question with
lapse of 25 seconds.
Total Sentences: 20

Example:
1. I'm sorry but your bill is long past __________.
2. He arrives __________ and is often the first one here.
3. I asked a coworker to take over my __________ because I wasn’t feeling well.

B)Passage Reconstruction:
You will have 30 seconds to read a paragraph. After 30 seconds, the paragraph will disappear from
the screen. Then, you will have 90 seconds to reconstruct the paragraph. Show that you understood
the passage by rewriting it in your own words. Your answer will be scored for clear and accurate
content, not word-for-word memorization. After 90 seconds, your work will be saved automatically.

Total Passages: 4

You read: You type:

Mike went for ten job Interviews. At the last interview, Mike had ten job Interviews. He got an offer after the final
he finally received a job offer interview.

C) Email Writing:
Read a description of a situation and write an email addressing the issues described in the situation.
You will have 9 minutes. You must write at least 100 words. You will be able to see how much time
is left and how many words you have written. Write in complete sentences. If you do not finish in 9
minutes, everything you have written will be saved automatically and the next item will begin.

Total no of Email: 1

Example:
You work for a restaurant. The restaurant's manager, Ms. Johnson wants to reward her employees
for working hard but can't afford to increase salaries at this time.
Write an email to her suggesting three other ways she could reward her staff.

Your suggestions must come from the following three themes:

•free lunch
•employee discount
•vacation days
You should include all three themes. Provide supporting ideas for each of your suggestions

Amazon Assessment Instruction Booklet 3

Amazon Assessment - 2
Cultural Assessment (CA)

The questions in this test are meant to

determine whether you would not only be a
good cultural fit for amazon, but also whether
you’re the type of person that might enjoy and
excel in this role.
Note: Don’t tell us what you think we want
to hear, let us find out more about you!

The assessment doesn’t require audio, consists of multiple choice questions and isn’t
about answering the questions correctly; it is about identifying the right people for the
job. You may see multiple options for a question that you can relate to. You may also
see multiple questions that are similar. That’s ok! Just select the response that most
resembles how you would feel or behave.
Note: There are no right answers.

This is not a timed test, so the time it takes you to complete these questions is not
factored into the result. It usually takes 30 minutes to complete this test.

Amazon Assessment Instruction Booklet 4

Amazon Assessment - 3
Virtual Job Tryout

The Virtual Job Tryout, will give you a

chance to learn more about what it’s like
to work as a Customer Service
Associate (CSA) at Amazon. This test
will assess you on your multi-tasking
abilities, accuracy and problem solving
abilities by making use of the provided
information on the screen. At the same
time, we'll get to know more about you.

You’ll be asked to play the role of a CSA and respond to several fictitious customer
situations. Just like a CSA would answer customer questions, you'll use information
presented to you on various tabs on the screen. This information will be similar to
what you might see on the job, such as the customer's order information, address,
and billing information. The questions come in different formats and will require you
to either click or drag buttons to answer each question.

The Virtual Job Tryout contains audio, so please make sure you have a headset on
before starting.

It will take about ~30 minutes to complete the test and you can pause or replay the
instructions if you need to. However, the time it takes you to complete these questions
is factored into the result.

No prior knowledge, job experience or training is required to answer the

questions in the test. Just listen to the instructions; all the information that you will
need to do the tasks is included in the test.

Amazon Assessment Instruction Booklet 5