Amazon Interview Questions
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Question 22 of 54
Have you ever had to contact Amazon customer support? If so, describe your experience.
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
If you are an Amazon Prime member and have talked to a customer service representative, then you have likely been thanked for being a loyal prime member. This simple appreciation for your brand loyalty can go a long way. So, whether you dealt with Amazon Logistics or one of Amazon's other customer service departments, describe your above-average customer experience, highlighting what stood out in your mind about the service you received. Keep your response positive, detailing your issue and how it was resolved, preferably ultimately exceeding your expectations. Share how this customer service model aligns with your philosophy, and detail how you are similarly customer obsessed.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I have heard and experienced many incredible things about Amazon customer service. The wait time is usually short, and the agents are knowledgeable and energetic."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"Thankfully, my Amazon deliveries have always been early, and my expectations more than met. I like that you have various support methods, and I hear that the wait time is quite short."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"There have been several times when a package I ordered didn't arrive on time, for whatever reason. Life happens, and it isn't something I am upset about. But on those occasions, I reached out to Amazon Logistics, which has always taken care of me. Whether they refunded my account or took extra measures to get that package to me as quickly as possible, I have had nothing but gratitude for how I was treated and taken care of."
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Anonymous Answer
Yes, when I was sent the wrong product. Overall, the wait time was very short, and the agents were knowledgeable and energetic. I was offered a full refund and told to keep the product and was given two more free months of Prime. I was impressed, and one of the reasons I would love to work here is the lading principle of customer obsession.
Rachelle's Feedback
Excellent! Your experience was very positive, and your answer is full of enthusiasm and lots of detail :)
Anonymous Answer
Thankfully, I have all my deliveries on time, so I have never contacted Amazon Customer Support. I've heard that Amazon customer support is so quick, and the wait time is less. I want to know what kind of call center solution Amazon is using if you don't mind me asking?
Rachelle's Feedback
Excellent question at the end! You show a great sense of curiosity, which an interviewer can translate as enthusiasm for the job and company.
"Thankfully, all my deliveries have arrived on time, so I have never had to contact Amazon Customer Support. I've heard that Amazon customer support is quick, and wait times are very low compared to other large organizations. I am interested to know what type of call center solution Amazon utilizes, if you don't mind me asking?"
Anonymous Answer
Frankly, I have never had a problem with any of my orders so I did not have to contact Amazon customer support but my fiance had to, and as far as I remember he was quite satisfied with the support he got because I think he's only been shopping on Amazon for the last 5 years and he spends all his income on Amazon.
Amanda's Feedback
This is a good foundation that you can build on. I'd suggest focusing more on your long-term relationship as a customer and the fact that you haven't required customer support because the service you've received has been excellent. Consider revising your answer as follows.
While I've been an Amazon customer for several years, I've never experienced any issues that required me to reach out to customer support. My orders have always arrived on time and without issue. However, my fiancà has utilized customer support to resolve an order issue and was very satisfied with the experience.
Anonymous Answer
Many years ago, I had to contact Amazon customer support because a book I had ordered had not arrived 3 months later. Their response was eye-opening. Instead of defaulting to denial or time-consuming bureaucracy, they simply offered to order a new copy for me for free! The new copy arrived just ten days later. It's experiences like this that have made me a loyal Amazon customer for more than 20 years.
Marcie's Feedback
Nowadays that replacement book would arrive in a day! :) It's great that you had such a positive customer service experience with Amazon. Plus, speaking highly of the company can't hurt either. Great answer!
Anonymous Answer
Yes, chairs. excellent.
Marcie's Feedback
Build out your answer to make it memorable to the interviewer. How recently did you contact Amazon customer support? Why do you say the experience was excellent? What made it a good experience? This is a great opportunity to talk about aspects of the company that you like (which will naturally make a good impression on the interviewer).
Anonymous Answer
Yes, I contacted Amazon customer support when a package did not arrive as expected. I made contact via the webchat functionality available on the website. The representative was responsive and knowledgeable, apologizing for the situation and setting expectations on when I should receive the missing package. The use of the webchat feature was very convenient as it allowed me to maintain a record of the conversation to prevent any misunderstandings.
Marcie's Feedback
Excellent. You have provided a great description of your interaction with the company's customer service - very detailed. The interviewer will appreciate this, as well as your positive comments about the experience. Good job!
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