Customer Service Representative | Amazon Retail
Nueva Ecija
I have spent the past year as an Amazon Retail Customer Service Representative, managing a steady volume of inbound calls and resolving customer issues in real-time. My experience goes beyond just taking calls; I am proficient in following detailed standard operating procedures, handling billing and order disputes, and processing returns, refunds, or replacements accurately according to company policy. I am now transitioning into a Virtual Assistant role where I can apply my background in customer support to manage your daily tasks, protect your brand’s reputation, and provide dependable administrative help without needing constant direction.
Sutherland, full_time
Mar 2024 to Apr 2026
- Managed 100+ inbound calls per shift in high-volume retail environments, delivering consistent, professional service during peak seasonal surges. -Consistently achieved high FCR rates by accurately diagnosing customer issues ranging from missing packages to billing discrepancies within a single inbound interaction. -Managed challenging inbound conversations with frustrated callers, utilizing empathy and active listening to resolve complaints and restore customer trust in the Amazon brand. -Balanced high-quality service with efficiency, consistently meeting Average Handle Time (AHT) targets while ensuring all customer concerns were fully addressed before disconnect. -Maintained 100% compliance with quality assurance (QA) standards and security protocols, ensuring every inbound call followed legal and company privacy guidelines. -Assisted callers through the entire inbound retail journey, including processing returns, issuing concessions/refunds, and troubleshooting payment method failures. -Documented detailed call notes and categorized customer feedback in the CRM to help the leadership team identify and fix recurring system or delivery issues.