The Social Media Customer Service (SMCS) program plays an important role in making Amazon the most customer-oriented company in the world.

In addition to the established contact channels (phone, chat & email), more and more customers are turning to Amazon with problems, questions and feedback via social media.

Topics (contact reasons) on social media may differ from other contacts and our answers are publicly visible on social media channels.

In order to ensure that social media contacts can be processed in Czech and German, we are looking for employees (SM CSAs) in Berlin to become part of a multilingual SMCS team as soon as possible.

BASIC QUALIFICATIONS

What awaits you?

• We offer you a great working atmosphere in Berlin Mitte.
• We answer customer inquiries and feedback on our social media platforms (Facebook, Twitter and Instagram).
• We contact our customers via email and carry out callbacks.
• If necessary, we moderate content on our social media accounts.
• For all contacts, we decide whether a public response via social media is possible and useful or not (risk assessment).
• We escalate demanding and urgent issues, changed customer behavior and of course all kinds of problems.
• We not only respond to questions and problems, but also to positive customer feedback.
• We create and maintain our work material in the knowledge center and on our Sharepoint.
• We attach great importance to intensive cooperation within the team and with social CS teams from other countries, as we are a global team.

What should you bring with you?

• You have very good spoken and written knowledge of Czech and German, as well as very good knowledge of grammar in both languages.
• You have an excellent written expression and the ability to formulate texts freely (Czech and German).
• At least 6 months experience in customer service.
• Are you a team player and flexible?
• Are you in the mood for a new challenge?
• Do you already have experience with social networks like Facebook, Twitter and Instagram?
• Do you react and work calmly and constructively even in stressful situations?
• Are you ready to go the extra mile for our customers?
• You can prioritize tasks and organize things well.
• Do you like to work and research independently and can you also improvise?

Desirable, but not a must.

•  Experience with social media customer service
•  Experience with social media management tools (e.g. Sprinklr)
•  Good English knowledge