Amazon Virtual Customer Service Associate Interview Questions & Answers
Table of Contents
- 1. Common Questions
- 2. Communication Questions
- 3. Compatibility Questions
- 4. Competency Questions
- 5. Customer Service Questions
- 6. Diligence Questions
- 7. Direct Questions
- 8. Job Satisfaction Questions
- 9. Performance Questions
- 10. Problem Solving Questions
- 11. Stress Questions
- 12. Tough Questions
- 13. Work From Home Questions
Common
1. Why do you want to work for Amazon as a Virtual Customer Service Associate?
How to Answer
Common interview questions like this one often result in cliche interview answers. If you want to stand out from other candidates, take the time to create unique responses that will capture your interviewer's attention. One example of a cliche response is, 'I want to work here because this is my dream job.' The problem with a response like this is, although it's enthusiastic, it's also vague. Also, an answer like this focuses only on you and fails to show your genuine interest in working for Amazon.
While your passion and excitement for the job are essential, it's always good to have some solid facts ready about why you want this specific opportunity. Amazon receives thousands of job applications a day. If you are lucky enough to land an interview, show an effort by researching the opportunity and building a clear understanding of why hiring you is a mutually beneficial decision.
1st Answer Example
"I want to work for Amazon for many reasons; however, the most personal and compelling are my love for virtual customer service and the fact that I admire the company's approach to being 'customer-obsessed.' I have spent time researching and getting to know Amazon and its unique culture. During my research, I read an article where Jeff Bezos was quoted to say that he sees customers as guests to a party and Amazon is the host. I really liked this analogy because it's more than just a saying. Amazon truly makes it comfortable and fun to shop online, and I look forward to being a part of that. This partnership would be mutually beneficial in the sense that I already have two years of experience as a virtual assistant where I actively problem-solve and succeed in an ambiguous environment every day. Should you choose to hire me, I will contribute to Amazon's customer-centric approach by being friendly, empathetic, and actively listening to our customers. I will be independent, trustworthy, and will react appropriately to problems by presenting solutions that make the customer feel like a valued guest of Amazon."
Common
2. Please introduce yourself to us.
How to Answer
This question is another way for the interviewer to ask the common interview question, 'Tell us about yourself.' This interview question can turn any well-prepared candidate into a ball of nerves, primarily because it's open-ended. It's hard to know where to begin and where to end! Many candidates accidentally go in-depth into their personal lives. Other candidates freeze up and give an answer that is far too brief. You can overcome these potential pitfalls with the simple, easy-to-learn Past, Present, Future framework:
- Past: Provide a brief overview of your career journey.
- Present: Discuss your current career situation as it relates to the job opportunity.
- Future: Talk about your career aspirations and how this future opportunity is a fit.
When you frame your response using the Past, Present, Future method, it helps you to keep your thoughts on track, allowing you to deliver a well-organized answer with impact. If it feels more natural to you, you can also frame your answer as Present, Past, Future, as showcased in the answer example below.
1st Answer Example
"I am happy to introduce myself. My name is Maria, and I am a skilled customer service professional. (Present) Currently, I work in a virtual setting for a private functional medicine clinic coordinating patient-care services and booking appointments. This role has helped me expand my knowledge of virtual customer service while meeting unique and often urgent patient needs. (Past) Before this role, I worked as an in-house Patient Care Coordinator for over five years, taking calls and emails from patients and determining their needs before booking their appointment with one of our clinic's physicians. I have always enjoyed delivering patient care with compassion and empathy while meeting the scheduling challenges in a complex medical environment. (Future) Now, I am looking to broaden my experience and shift into the e-commerce industry while working for a global company paving the way in retail innovation. Amazon's deep commitment to customer service is another reason why I was thrilled to apply. I appreciate that Amazon focuses less on competition and more on the customer. I am confident that this role will present many exciting challenges, so I thank you for the opportunity to interview with you today."
Common
3. What are your greatest strengths, and how will they contribute to your success as a Virtual Customer Service Associate with Amazon?
How to Answer
It is common for an interviewer to ask about your greatest strengths. The interviewer wants to know, specifically, what will make you good at this job. To answer this question with meaning, it's important to review the job posting in detail. Discover the core purpose of the position and what challenges or needs you would be filling if Amazon hired you.
Focus on the strengths that will ensure your success in this job. Try picking up to 3 related strengths to ensure that your answer is full and compelling. Avoid cliche and common responses such as 'I am an excellent communicator,' or 'I am a hard worker.' Instead, show the interviewer how you stand out from other candidates.
1st Answer Example
"My greatest strengths are in my perceptiveness and ability to be observant of the needs of others. These strengths are part of what makes me an excellent performer in a customer-service-focused role. I am perceptive and work to get a strong feel for what customers expect from me based on their communication and how they express their needs. When it comes to being observant, I know how to actively listen and read between the lines of the information given to me. These strengths allow me to be intuitive and deliver the best customer service standards. I understand from the job description that you seek a Virtual Customer Service Associate who brings a heartfelt and empathetic approach to customer engagement. These strengths that I mention align very well with this need."
Communication
4. Amazon performs rounds of computerized testing on grammar, psychometric analysis, and voice modulation. Are you comfortable moving forward with these automated virtual tests?
How to Answer
Amazon performs automated virtual candidate testing that includes assessments on reading aloud, repeating sentences orally, answering critical thinking questions, sentence building in typing form, story retellings, answering open questions, and more.
The test is timed and recorded, so it's normal to feel nervous or under pressure during this stage of Amazon's interview process. The interviewer wants to know if you are prepared for this stage of the interview and confident in your ability to pass this test skills-wise and pressure-wise. If you want to prepare yourself for this stage of the interview process, previous candidates have published YouTube videos showing the process that they went through. Your answer can be brief; however, be sure to exude confidence and enthusiasm for this part of the interview process.
1st Answer Example
"Yes, I am confident in my abilities and am sure that I will pass your requirements for language comprehension. I am strong in grammar, speaking clearly, and typing at an appropriate speed for this virtual role. I look forward to this stage of the interview process!"
Communication
5. Amazon Virtual Customer Service Associates must be adept in conflict resolution, negotiation, and de-escalation skills. Talk about your dispute resolution abilities.
How to Answer
Amazon expects that as a Virtual Customer Service Associate, you will demonstrate an ability to resolve challenging customer issues, only escalating them to your management team when necessary. The interviewer wants to see that you can approach problems logically and rationally while maintaining composure in highly escalated situations.
To give the interviewer an in-depth idea of your dispute resolution abilities, consider telling a story based on a real-life example. If you have work experience, this example can come from your current or previous positions. If you are new to your career, consider drawing an example from your education, volunteer work, or team sports.
Your story must be clear, engaging, and easy for the interviewer to follow. To achieve this, consider using the STAR method to form your response. STAR is an acronym for Situation, Task, Action, Result.
- Situation: Set the stage with the background information the interviewer needs to make sense of your story.
- Task: Give the interviewer an idea of your role and responsibilities in this specific story.
- Action: Offer a detailed description of the action steps you took to help the situation.
- Result: Talk about the specific achievements and outcomes that resulted from your actions.
1st Answer Example
"When there is conflict, I will address the issue right away to avoid the conflict from escalating. I must listen to the problem and hear the person out entirely before trying to approach a solution. I believe in allowing people to have their say, and then we work together to create a solution that will serve everyone. (Situation) For instance, last week, an irate customer called me regarding a glitch in our software product. (Task) I am accountable for the satisfaction of all customers on my account list, and I am trained to perform basic tech support. This accountability means that I only escalate the situation to tech support after running through multiple troubleshooting activities. (Action) I listened to the customer and kindly reminded them that I was there to help them until they were 100% satisfied. I asked numerous questions to understand the problem fully and made suggestions to fix the concern only when I understood the core issue. (Result) With this approach, I was able to de-escalate the customer's anger very quickly. In the end, they were relieved and grateful that I took the time to listen and troubleshoot the issue. I believe that most customer complaints come to a resolution through a gentle and collaborative approach."
Compatibility
6. Virtual Customer Service Associates play a critical part in Amazon's mission to deliver timely, accurate, and professional customer service. How will you contribute to this mission?
How to Answer
The interviewer wants to know how your skills and characteristics will be a good fit for Amazon and its mission to be 'Earth's most customer-centric company.' Take some time to think about the qualifications you possess that provide evidence of your ability to contribute to this mission.
When you respond, consider including a mix of hard skills and soft skills. Hard skills are the specific knowledge you have gained through training and education. Soft skills are the traits you possess, such as emotional intelligence and empathy. Think about how your education and career achievements, previous job training, linguistics, or your volunteer efforts will be of value in this role.
1st Answer Example
"I appreciate that Amazon is on a mission to be Earth's most customer-centric company. To achieve this, delivering timely, accurate, and professional customer service is a must. I will contribute to this mission by always putting the customer first. I will commit to being an avid problem-solver and an active listener. My goal as a Virtual Customer Service Associate is for every customer to feel listened to and valued. I recently completed online virtual assistant training, which taught me a lot about time management, task efficiency, active listening, and problem-solving. I can greatly contribute to Amazon's mission by being efficient, prepared, organized, and kind."
Compatibility
7. Why do you believe you will succeed in our fast-paced, high-expectations environment?
How to Answer
The interviewer wants to know why you believe you are a fit for this fast-paced role. It's also important to highlight that you can succeed in a work environment where expectations are high. Show the interviewer that you can meet Amazon's expectations by providing an example of when you succeeded in a similar environment. By showing and telling (rather than just telling), you give the interviewer evidence of your abilities in action.
1st Answer Example
"While completing my post-secondary degree, I worked 20 hours per week for a busy retail chain. My commute from school to work and from work to my home was long. My days often began at 5 AM and ended at 11 PM. To ensure that I maximized my time and met deadlines, such as assignments, papers, and exams, I used my commute time for school work. While the people around me were on their phones texting their friends or watching videos online, I spent my time focusing on my education. I am very goal-focused and wise with my time. This story is just one example from my past that highlights my ability to succeed in an environment where I have to work smart, be efficient, and remain focused under pressure."
Competency
8. You must have good comprehension and composition skills to succeed in this role. Are you confident that you can meet these requirements?
How to Answer
According to Amazon's job postings, to have good comprehension skills means that you can clearly understand customer issues and address them appropriately. Possessing good composition skills means you can compose grammatically correct, concise, and accurate written responses. The interviewer needs assurance that you can meet these requirements since they will be a significant part of your role as a Virtual Customer Service Associate.
To give the interviewer an idea of your comprehension and composition skills, consider ranking your abilities from 1-10 or from beginner to expert level. If you have an example of your comprehension and composition skills in action, this question also presents a great opportunity to give a story-based example of your abilities.
Amazon will likely include an automated computerized test to assess various comprehension and composition skills. If you are aware of this stage of the interviewer process, it's a nice touch to mention that you are ready and prepared to take this online skills test.
1st Answer Example
"Yes, I am confident that I can meet Amazon's requirements for language comprehension and composition. When it comes to understanding customer issues and addressing them correctly, I am sure to listen carefully to their words and repeat what I hear to ensure that I understand their needs. Then, I can present the best possible solutions. My composition skills are excellent, and I would rank myself an 8 out of 10 for grammar and accurate written responses. I understand that Amazon conducts a comprehension skills test as part of the interview process, and I am more than ready and willing to participate. I am sure you will be very pleased with my test results."
Competency
9. Amazon Virtual Customer Service Associates are required to have strong typing skills. Do you know your typing accuracy, speed, or words per minute?
How to Answer
Since this customer service job is performed virtually, you should have good typing skills. Fast and accurate typing skills will allow you to be more productive, help your customers faster, and come across as highly professional. If you can, take an online typing assessment before your interview. There are a variety of resources available, such a Typing.com or TypingTest.com. A typing test assesses your typing speed and accuracy by giving you real text to type within a certain timeframe. The most important measurements include:
- Words per minute (WPM)
- Number of errors
- Adjusted words-per-minute
Typically speaking, 60 words per minute is a fair standard for jobs that require employees to type at a normal rate. Talk to the interviewer about your comfort level with typing and assure them that you are equipped to perform this Virtual Customer Service Associate position with speed and accuracy.
1st Answer Example
"I took a typing class in high school, which was very helpful as I learned the basics of normal text typing and data-entry style typing. My typing speed seems to be faster than many of my peers, so I took an online typing test last week out of curiosity. My score showed 76 words-per-minute, which I am quite proud of! I certainly believe my typing skills will help me to be more efficient and accurate in this virtual position."
Competency
10. Virtual Customer Service Associates must navigate customer accounts, perform research, review policies, and communicate effective solutions while conversing with customers. Do you have the ability to navigate multiple tasks under pressure?
How to Answer
The role of a Virtual Customer Service Associate requires exceptional problem-solving, decision-making, time-management, and prioritization skills. The interviewer wants assurance that you have the ability to quickly and effectively prioritize your work to meet the needs of Amazon and its customers.
Perhaps you list your daily tasks and prioritize them before the workday begins. Maybe you start your day by completing the simpler tasks you can finish quickly, leaving more room in your schedule for deep concentration and more challenging work. Whatever your approach, show the interviewer that you will not become overwhelmed with a steady workload that requires consistent multi-tasking. Share details of how you react when you are expected to perform well in a high-pressure environment.
1st Answer Example
"I certainly have the ability to navigate multiple tasks under pressure. My most recent job was with a busy retail chain. Regular weekdays were high-volume, and when holidays came around, it was incredibly fast-paced. At times, the environment could feel stressful, but I also found energy and motivation from the intense pace. I would often be helping more than one customer at a time. On top of this, it was a commission-driven environment. Hence, I needed to actively listen to my customers, make smart product recommendations, and answer their questions fully. This approach helped my customers to feel comfortable with their purchases. I performed quite well in this environment and was often one of the top 3 sales assistants in our store, out of more than 30. I am confident that I will excel in this role with Amazon, where tasks move fast, and the expectations are high."
Customer Service
11. Have you ever received negative feedback from a customer?
How to Answer
Most people have had a poor review or negative feedback at one point in their career. The interviewer would like to see that you can bounce back professionally from an unsavory customer review. Whether you felt the review was warranted or not, discuss what you learned from the experience and how you changed your approach. When you answer this question, it's most important to show that you hold yourself accountable for your actions and remain open to learning from the feedback you receive.
1st Answer Example
"I once received feedback that I am not as warm as I could be when talking on the phone. That feedback came as a surprise to me but, I took it to heart, regardless. I implemented more casual conversation in my client calls and kept a smile on my face while speaking. I have not heard this feedback since, and I am confident that I will not receive feedback like that again. When I am offered criticism, I take the situation as an opportunity to grow. I am keen on getting better every day, and feedback from others is a key component to that growth."
Customer Service
12. Let's say that you have a customer who you find challenging to understand due to a language barrier. How would you help the person despite this roadblock?
How to Answer
It's challenging to work in customer service, where you must complete large volumes of work and meet high expectations. In addition to these accountabilities, it can be more difficult to communicate with others via phone or email when language barriers are present. Here are a few ways that you can overcome a language barrier:
- Speak in simple and easy-to-understand terms without being condescending.
- Use visuals when communicating by email.
- Repeat the essential parts of the conversation back to the customer.
- Remain patient and respectful at all times.
Show the interviewer that you can remain professional and patient, even when a situation may not be as simple or easy to get through as you would like. Assure the interviewer that you will represent Amazon in a positive light at all times, no matter the roadblock you face.
1st Answer Example
"I have taken thousands of phone calls in my administration career and have spoken to many people whose native language is not my own. There are many approaches I can take that ensure a full understanding while maintaining ultimate patience and respect for the other person. First, I slow the conversation down. When a language barrier is present, it's sometimes easier to read an email versus hold a verbal conversation. So, if possible, I will follow up the phone call with an email to ensure clarity and mutual agreement. If I am conversing with a customer who is exceptionally challenging to understand, I will ask them their first language and then gain their permission to transfer them to another agent who speaks their first language fluently. This is a good time to mention that I am fluent in English and Spanish, a skill that will allow me to serve a large range of Amazon customers. It's important to me that our customers' needs are met, and I will always put in the extra effort to ensure this happens."
Customer Service
13. Do you have any formal customer service training?
How to Answer
The interviewer wants to hear about any formal customer service training you have participated in. With this knowledge, they can gauge your current level of customer service expertise. Perhaps you have had customer service training on the job, or maybe you have taken an online certification in your own time.
Regardless of your level of training, show the interviewer that you are interested in improving your customer service delivery. If your interview has a conversational flow, this question might be a great opportunity to ask the interviewer about Amazon's customer service training.
1st Answer Example
"Immediately after graduating from high school, I took a job in a traditional retail store as a customer service representative. There, I received training related to customer service, building rapport, and dispute resolution. Currently, I am employed as a Call Center Agent with Company XYZ. When I first started, I took a course on call center customer service. I learned best practices such as active listening and never interrupting. I also learned how important it is to repeat the problem back to the customer, ensuring that I fully understand their concern. Because 100% of this role is over the phone, I have to rely on my voice to relay the message, so keeping a pleasant tone is important. I feel well equipped for a virtual customer service position, and I would love to learn more about Amazon's specific job training. I understand that this position starts with 6 weeks of virtual training. Is that correct?"
Customer Service
14. Virtual Customer Service Associates must have the ability to empathize with customers and prioritize their needs. What does it mean to empathize with a customer?
How to Answer
Amazon emphasizes customer service driven by empathy. To deliver this type of service, you will need to have excellent interpersonal skills. Empathy is when we have the ability to sense the feelings and needs of others, placing ourselves in their shoes. Empathy should not be confused with sympathy. Sympathy, simply put, is to feel sorry for someone. The line between empathy to sympathy is generally best left uncrossed when working in a customer-service-based position. Show the interviewer that you understand what it means to empathize with your customer and express how you plan to be an empathetic customer service professional.
1st Answer Example
"To empathize with a customer means that I take the time to connect with the customer and understand their needs and emotions around their problem or situation. To show empathy, I affirm the customer's feelings and let them know that I understand their frustration. From there, I move into action and repair their issue for them, which takes me away from an empathetic state and into problem-solving mode. I appreciate that Amazon leads with empathetic customer service since it allows for a stronger, longer-lasting, more genuine customer relationship."
Customer Service
15. Do you have experience in a virtual-based customer service role?
How to Answer
The interviewer would like a brief overview of your existing virtual customer service experience, if applicable.
If you do have experience in this realm, take a couple of minutes to walk the interviewer through your resume, touching on the parts you believe are more relevant to this position.
If you do not have experience in a virtual-based customer service role, but you do have experience in a traditional customer-focused role, mention this experience. Then, draw a connection between what you learned and how it will benefit you while working in a virtual setting.
If you are entirely new to your career, that is okay too! Be honest that you are just getting started in your career. Discuss how your skills and characteristics will be an asset to Amazon when choosing to hire you. Amazon's interview process may include mock phone calls to role-play real-life scenarios you might encounter as a Virtual Customer Service Associate, allowing you to shine even if you don't have work experience to lean on.
1st Answer Example
"I have been a Virtual Assistant for the past two years, ever since completing my Business Administration certificate. Company XYZ hired me to support the business owner's schedule as well as manage customer service efforts. The owner was very impressed with my customer service skills right away. My day-to-day work includes talking with customers who have a question or a refund request. I spend a lot of time smoothing over concerns and re-building customer relationships. I am confident that this experience will translate very well into this Virtual Customer Service Associate position considering Amazon is looking for a customer service professional who puts people first, leads with empathy, and is an active problem-solver."
Diligence
16. Amazon Virtual Customer Service Associates must be self-disciplined and organized. How do you keep yourself on track to meet demanding, fast-paced goals?
How to Answer
The interviewer wants to know that you have a plan in place to keep yourself organized in this fast-paced virtual position. They want to evaluate your time management skills and diligence when faced with prioritizing various urgent customer-related matters.
Walk the interviewer through your process for mapping out your workload and assigning tasks by urgency. Perhaps you make to-do lists, diligently updated your calendar, or manage a color-coded agenda. Share whatever organization method works for you. Discuss your diligence in sticking with your plan and mention some of the approaches you take to remain self-disciplined in an autonomous virtual work environment.
1st Answer Example
"I am a naturally organized individual because I know that without proper organization, a workday can get out of hand quickly. Currently, I work as a virtual assistant to an entrepreneur. I was recently asked to work on a project that required 30 hours of my time in a two-week period. This project was in addition to several other projects my boss needed me to complete around the same time. I was able to stay on track with visual reminders, mid-day check-ins, and a strong milestone plan. I ended up working some overtime hours, but that is par for the course as a virtual assistant, and I'm happy to do so to meet tight deadlines without sacrificing my quality of work."
Diligence
17. Amazon Virtual Customer Service Associates must maintain regular and reliable attendance. Do people consider you to be a solid person they can trust?
How to Answer
Depending on the region you are working from, you might be expected to work up to 60 hours per week from your home-based office. This type of employment agreement requires trust that you will be performing at your best under little supervision. Assure the interviewer that you are a person who is reliable and trustworthy. In addition to letting the interviewer know that you possess the right characteristics, consider telling a brief story that showcases these characteristics in action.
1st Answer Example
"Yes, I am absolutely considered trustworthy and reliable. I did not call in sick in my previous position and was absent only once when a family emergency arose. Even in that event, I worked online for a couple of hours until the team could find someone to cover my workload for a couple of days. My boss later thanked me for being so considerate when handling the situation. Rest assured, I will be present for the hours I am expected to work and will make myself available for overtime hours if needed to meet the needs of our customers."
Direct
18. Amazon Virtual Customer Service Associates provide 24/7 support to customers worldwide. As a result, you will be working on a rotational schedule. Should we be aware of any restrictions to your availability?
How to Answer
Amazon job postings often state upfront that Warehouse Associates are expected to work long shifts, evenings, weekends, and holidays. If you haven't had a chance to clarify this location's scheduling needs, now would be the perfect time to ask. If you are expected to work 12-hour shifts, you should know that detail before openly agreeing to the work schedule. Be sure that you can meet Amazon's expectations 100% before committing.
1st Answer Example
"I am accustomed to working long shifts including nights, weekends, and holidays. I am flexible to work days or nights, weekdays or weekends, and holidays. In my current role, we are offered overtime pay for statutory holidays, which I find a great incentive to get employees on board with working major holidays. Are there similar incentives offered for Amazon team members?"
Job Satisfaction
19. What do you know about the workplace culture at Amazon, and how is our approach a fit for you?
How to Answer
The interviewer would like to know that you have researched Amazon's culture before attending your interview. Company culture and fit is a critical factor when considering a new job. Assure the interviewer that you have put thought, research, and consideration into how Amazon's workplace culture will be a fit for you.
Amazon describes its workplace like this: 'The customer is at the heart of everything we do. Amazon is a place where smart, passionate people obsess over customers and innovate on their behalf. Amazon has created more U.S. jobs in the last decade than any other company. These are jobs that pay at least $15 per hour, more than double the federal minimum wage. We also invest in employees' success. Amazon will spend over $700 million to provide free skills training to employees--helping them further their careers in tech and in-demand roles such as cloud computing.'
Some of the categories that Amazon focuses on to ensure the best work experience include:
- Competitive pay
- Comprehensive employee benefits
- Diversity, equity, and inclusion programs
- Employee growth and opportunities
- Free skills training
Show the interviewer that you have researched the workplace and culture of the company and show enthusiasm by pointing out what excites you the most about working for Amazon.
1st Answer Example
"I have researched Amazon through its social media channels, employee reviews online, the company's career website, and a few other sources like blogs and forums. Amazon employees have many great things to say about being an 'Amazonian.' Some common themes I hear are that the pay is competitive. There are endless opportunities for skills growth, which is very exciting. Overall it seems that Amazon has fun while focusing on customer happiness and industry innovation. I am excited to join Amazon because the organization's upbeat, mindful, and inclusive culture is unique and welcoming."
Performance
20. How fast do you respond to customer emails and web inquiries? What timeline do you feel is appropriate?
How to Answer
The interviewer would like to know what you interpret as a fast turnaround for responding to your customers. If you aren't sure what an appropriate timeline may be, note how quickly you are responded to as a customer by Amazon's service team when you have an inquiry. If you are new to your career and aren't entirely sure what an acceptable timeline might be, consider asking the interviewer about Amazon's policies and expectations. For instance, you will want to avoid saying that an acceptable response time is 3 days when Amazon's expectations might be a 2-hour response time for all customer inquiries.
1st Answer Example
"I believe that every customer should be tended to as soon as possible. Of course, the correct timeline might depend on the nature of the customer's inquiry. For instance, I can most likely answer a customer's inquiry to change their account information faster than I could solve an inquiry related to a lost delivery. However, if I don't have the solution immediately, I can still return the customer's message and let them know that I am actively helping them behind the scenes. In my current position, we have a 2-hour expectation for returning all customer correspondence. In addition to that expectation, we have a 24-hour resolution deadline. Could you share with me more about the expectations at Amazon?"
Problem Solving
21. Virtual Customer Service Associates are creative and analytical problem solvers with a passion for excellent customer service. Tell us about a time when you determined someone's needs and helped to provide an appropriate solution.
How to Answer
Amazon wants to hire a customer service professional who is a savvy problem-solver and feels passionate about delivering exceptional customer care. The interviewer wants you to tell them about 'a time when,' which means they seek a story-based example from your past. Think of a time when your problem-solving skills really wowed a customer, or consider a time when you solved a customer-related issue that your co-workers were struggling to repair.
Once you have your example in mind, it's time to craft an engaging story-based response. To deliver an engaging story that is easy to follow, try using the STAR method. STAR is an acronym for Situation, Task, Action, Result.
- Situation: Set the stage with the background information the interviewer needs to make sense of your story.
- Task: Give the interviewer an idea of your role and responsibilities in this specific story.
- Action: Offer a detailed description of the action steps you took to help the situation.
- Result: Talk about the specific achievements and outcomes that resulted from your actions.
1st Answer Example
"As a retail sales representative, I will often come across a customer who is unhappy with their product or an experience they had with one of my co-workers. (Situation) Just the other day, I heard a customer loudly complaining about my shift manager. The customer thought they were rude and handled their grievance unprofessionally. (Task) Aside from the Shift Manager, I was the most experienced person on staff, so I felt responsible for assisting. (Action) I asked the customer to let me know exactly what I could do to make them happy again. The customer outlined what she needed, which was a full refund for her product. Although she was past our 30-day return policy, our head office gives us some flexibility to work with highly disgruntled customers. I proceeded to put her refund through and thanked her for her understanding. I even put a couple of free samples in her bag to make her feel extra satisfied. (Result) In the end, the customer thanked me for listening, and my Shift Manager thanked me for helping out. It felt good to help a colleague and make a customer happy while restoring their faith in our company."
Problem Solving
22. Amazon Virtual Customer Service Associates strive to solve customers' problems the first time so that they can enjoy an effortless experience. What would you do if you were unable to solve a customer's problem right away?
How to Answer
Amazon is a customer-centric company that puts a great deal of effort into the joy and satisfaction of its customers. This means reducing customer-service response time and being efficient with problem-solving efforts. The interviewer wants to know which steps you will take to ensure that Amazon's customers are communicated within a timely manner that makes them feel valued.
Perhaps you would ask a coworker who is more experienced than you for help. Maybe you would take time to explore resolution options while assuring the customer that you are proactive in finding a solution for them. Whatever your approach, show the interviewer that you are hyper-aware that customers expect instant communication and timely issue resolution.
1st Answer Example
"If I were not able to solve a customer's problem right away, I would be honest with the customer and let them know that their issue required me to perform deeper research. To respect their time, I would offer a firm call-back deadline with a solution. This approach would ensure the customer didn't need to spend more time than necessary on hold with me. To make the customer feel even more comfortable, I would give them the option to reach me by email and phone. This would prevent the customer from wondering if I was only dropping their issue because it was too challenging. Next, I would reach out to a more experienced colleague or member of my leadership team and ask for advice on how to handle the situation. After resolving the customer's issue, I would create a document that outlined the actions I took. This way, if the situation occurred again with another customer, I would have the answer in my database and could solve their problem the first time. The more I become aware of my role and Amazon procedures and policies, the faster I will become with issue resolution tasks."
Problem Solving
23. Amazon requires action-oriented, flexible problem-solvers who will assist customers in expediting orders and correcting post-sales problems. Talk about a time when you took immediate action to solve a problem for someone else.
How to Answer
Amazon Virtual Customer Service Associates need to be fast-thinkers who can solve customer problems and inquiries in a manner that leaves the customer feeling happy and supported. Walk the interviewer through your process when it comes to making quick decisions. Demonstrate that you are confident and able to react swiftly when an issue needs solving.
The interviewer wants you to tell them about 'a time when,' which means they seek a story-based example from your past. To deliver an engaging story that is easy to follow, try using the STAR method. STAR is an acronym for Situation, Task, Action, Result.
- Situation: Set the stage with the background information the interviewer needs to make sense of your story.
- Task: Give the interviewer an idea of your role and responsibilities in this specific story.
- Action: Offer a detailed description of the action steps you took to help the situation.
- Result: Talk about the specific achievements and outcomes that resulted from your actions.
If you have work experience, think of a time when you helped a customer or a co-worker by reacting quickly and thoughtfully. If you are new to your career, consider a time when you solved a problem in school, for your teammates, or in a volunteer capacity. It takes confidence to make quick decisions, and this skill will improve with experience.
1st Answer Example
"(Situation) When I was working as a Retail Floor Manager, a customer came in very upset with the quality of the product he purchased. (Task) Typically, our Store Manager handles highly disgruntled customers; however, she was not scheduled to work that day. I had not handled a dispute this heated in the past, but as the Floor Manager on schedule, it was up to me to repair the situation. (Action) I pulled the customer aside to a quiet part of the store. I lowered my voice and spoke in a calm tone in hopes that he would mirror my behavior and slow down. He calmed down and outlined his entire experience. I carefully listened and repeated the most important points back to him. Emulating my Store Manager, I asked him how I could make the situation right. I met the customer's expectations with a refund and a credit for his next visit. After the customer left, I called our Store Manager to let her know what had happened. (Result) She was pleased with how I handled the situation and praised my work in a positive review that went into my employee file. Because of that situation, I feel much more confident in my ability to problem solve under pressure and smooth over a customer dissatisfaction issue."
Problem Solving
24. You will communicate in real time with customers through chat, and phone. How will you respond to a customer if you don't know the answer to their question?
How to Answer
Amazon does not expect perfection from you, and the interviewer is aware that you may not know the answer to every customer question. Show confidence and let the interviewer know that you will do your best to learn all the information relevant to your role. Then, talk about how you will handle instances where you do not have a clear answer ready for the customer.
A good course of action in this situation would be to seek the correct information for the customer by consulting with a co-worker or leader who may have the right answer. Let the interviewer know that you would not just guess or 'wing it' to satisfy the customer.
1st Answer Example
"Of course, I will do my best to learn the answers to the most common customer inquiries; however, I understand that there will be instances where I do not have the answer readily available. In this instance, I'd be sincere and tell the customer that their question is a great one, and I wasn't sure that I had the correct answer for them. If possible, I would transfer the customer to a colleague who could provide them with the right answer. Alternatively, I would take down the customers' information and let them know that I would call them back within an agreed-upon timeframe with an appropriate solution. Then, I would perform the proper research to ensure I had the correct solution."
Stress
25. Tell us about a time you successfully coped under stress.
How to Answer
The role of an Amazon Virtual Customer Service Associate can be stressful because it's fast-moving, every customer inquiry you take is different from the next, and the workweek expectations can be up to 60 hours per week depending on your location. Also, you will be working from a home-based office, managing a balance between work and personal life. For these reasons, the interviewer wants to hear evidence that you can cope with stress healthily and professionally.
The interviewer wants you to tell them about 'a time when,' which means they seek a story-based example from your past. To deliver an engaging story that is easy to follow, try using the STAR method. STAR is an acronym for Situation, Task, Action, Result.
- Situation: Set the stage with the background information the interviewer needs to make sense of your story.
- Task: Give the interviewer an idea of your role and responsibilities in this specific story.
- Action: Offer a detailed description of the action steps you took to help the situation.
- Result: Talk about the specific achievements and outcomes that resulted from your actions.
1st Answer Example
"(Situation) While in college, I worked hard to present my best work under pressure. While nearing finals of my last year, I had 3 major assignments and 2 final exams in one week. At first, I panicked because the whole schedule seemed overwhelming. (Task) Then, I realized that I could make it happen if I put my organizational skills and self-discipline to the test. (Action) First, I analyzed how much time I would need to study for each exam and how much time I needed to complete each assignment. Then, I took the number of hours I had set aside for schoolwork and divided the time, placing the right amount of focus on each assignment and exam. I stuck to this schedule very closely for three weeks. It took discipline to say no to hanging out with friends on the weekends, and it was hard at times not to get distracted. However, the more that I accomplished, the more confident I became. I felt very accomplished, and as the momentum built, my motivation increased. (Result) I completed all of my assignments with care, and I received top marks in each final exam. Now I know that when I face a challenging, stressful, or time-strained goal, I can succeed as long as I map out a plan and stick to it."
Tough
26. Amazon's Virtual Customer Service Associates are empowered and expected to think like owners. What does thinking like an owner mean to you?
How to Answer
Jeff Bezos, the founder, and CEO of Amazon, often says that he wants Amazon employees to think like owners. When employees think like owners, they care about the company's success, are more likely to stay longer, and advocate for the company. Amazon encourages this ownership mentality in its employees by offering stocks, bonuses, continued education opportunities, and more. Express to the interviewer that you understand the concept of thinking like an owner and what it means to you. Be sure to describe how you will act as an owner when hired by Amazon.
1st Answer Example
"To think like an owner means to be as productive and efficient as possible out of respect for company resources. If hired for this role, I will think like an owner by maximizing every hour of the day. I will pursue productive processes and engage in activities that benefit the company. I will properly prioritize my tasks and produce quality results since this is exactly what I would do if I owned my own company."
Work From Home
27. Amazon Virtual Customer Service Associates operate with minimal hands-on support from management. How will you motivate yourself to remain proactive with little face-to-face supervision?
How to Answer
Most of us have days where it's hard to muster up the motivation to have a super productive workday. These days can feel amplified when working from home with minimal direct supervision. The interviewer wants to know that you can keep yourself active, productive, and efficient despite a lack of supervision. Show that you can regulate yourself without being micromanaged. When approaching a productivity question, it can be easy to be over-optimistic; however, an approach of infinite optimism may not seem genuine or realistic. Be honest, upfront, and practical. Even the most disciplined person is not motivated 100% of the time. What matters the most is knowing how to give yourself a motivational check-in and return to your important tasks.
1st Answer Example
"One of my most valuable assets is my ability to self-motivate regardless of the level of supervision present. I stay organized and on task through the use of helpful tech tools that support my productivity. If I am having a tougher day than normal, I will set mini-goals for myself that I can achieve in shorter bursts, which will give me bits of satisfaction throughout the day. If I were struggling with motivation, I would go for a quick walk outside during my break, reset my mindset, and return to my work with fresh eyes and mind."
Work From Home
28. Do you have any questions or concerns about working from a home-based location?
How to Answer
If you are new to a home-based work situation, it's completely okay to have reservations about certain aspects of this unique work arrangement. The interviewer wants you to reveal any hesitations, and they want to see that you are prepared for the realities that come with a home-based work environment. Be honest about any questions you have regarding a work-from-home arrangement. Ask thoughtful questions if you have them, and present yourself as confident in your ability to succeed as a Virtual Customer Service Associate.
1st Answer Example
"I am very confident in my ability to manage the unique situations that I will face working from home. I plan to wake up early and get ready for work as though I were driving to an office. I am great with time-blocking my day and completing my to-do list before logging out. Although not a significant concern because I know my level of discipline, I would like to know if you have any helpful hacks when optimizing my workday. I am ready to learn!"
Work From Home
29. Virtual Customer Service Associates require a desktop or laptop computer system, familiarity with Windows 7, Microsoft Outlook, and Internet Explorer. Do you have the tech, tools, and knowledge needed to succeed in this role?
How to Answer
When taking on a virtual role with Amazon, it is your responsibility to ensure that you have the tools you need to perform the job successfully. For a Virtual Customer Service Associate, this means having a working computer, the right programs, and a reliable internet connection. You can keep your answer straightforward by expressing that you are prepared with everything that you need for this position. Give the interviewer a detailed list of the tools you have and your level of competency in the programs and systems mentioned.
1st Answer Example
"Yes, I am prepared with a relatively new laptop and a strong internet connection. My laptop has the latest Windows program as well as the entire Microsoft Office Suite installed. I use Internet Explorer and Chrome. My technical skills are strong, and I am confident in my ability to learn any other systems and programs required to succeed in this Virtual Customer Service Associate position."
Work From Home
30. Virtual Customer Service Associates work from a home-based location approved by Amazon. Is your home set up to help you deliver your best in productivity and quality?
How to Answer
Amazon outlines in their Virtual Customer Service Associate job postings that it is your responsibility to ensure uninterrupted internet connectivity and an interruption-free work environment. If hired, the interviewer needs to know that you are set up with a computer and a reliable internet connection, ensuring you can do the job seamlessly. It's expected that you come to your interview prepared and ready to start with the right tools immediately. Your answer to this question can be straightforward, but it's best to give more details than a basic 'yes' answer.
Your tech and tools are significant factors when it comes to work-from-home success. For this reason, the interviewer wants to know that you have put critical thought into your dedicated workspace and essential equipment. Discuss your computer system, internet connection, and comfortability with specific apps, platforms, software, and tech. You can talk about how you have arranged your workspace and how you are ready for remote work success. Show that you are prepared to rely on the tech and tools needed to fit into this role and do a fantastic job!
1st Answer Example
"Leaning on the right technology and business tools is one of the primary keys to work-from-home success. I have an excellent work-from-home setup. I have a new laptop, a strong internet connection, and accounts with key tools such as Zoom, Monday, and Slack. I also lean on my Google Calendar, which integrates with my scheduling tools, ensuring that I remain on track with deliverables despite being outside of an office environment where accountability is often more highly enforced. I color-code my tasks and have never missed a deadline regardless of my work environment. If you want me to use any specific technology or tools in this role, I am happy to familiarize myself with them to ensure that I have a strong head start."