01 Why do you want to work for Amazon as a Virtual Customer Service Associate? COMMON 02 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? COMPATIBILITY 03 What do you know about the workplace culture at Amazon, and how is our approach a fit for you? JOB SATISFACTION 04 Please introduce yourself to us. COMMON 05 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. PROBLEM SOLVING 06 What are your greatest strengths, and how will they contribute to your success as a Virtual Customer Service Associate with Amazon? COMMON 07 Do you have experience in a virtual-based customer service role? CUSTOMER SERVICE 08 Tell us about a time you successfully coped under stress. STRESS 09 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? PROBLEM SOLVING 10 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? WORK FROM HOME 11 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? WORK FROM HOME 12 Amazon Virtual Customer Service Associates must be self-disciplined and organized. How do you keep yourself on track to meet demanding, fast-paced goals? DILIGENCE 13 Do you have any questions or concerns about working from a home-based location? WORK FROM HOME 14 You must have good comprehension and composition skills to succeed in this role. Are you confident that you can meet these requirements? COMPETENCY 15 Amazon Virtual Customer Service Associates are required to have strong typing skills. Do you know your typing accuracy, speed, or words per minute? COMPETENCY 16 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? WORK FROM HOME 17 Amazon Virtual Customer Service Associates must be adept in conflict resolution, negotiation, and de-escalation skills. Talk about your dispute resolution abilities. COMMUNICATION 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? DIRECT 19 Amazon Virtual Customer Service Associates must maintain regular and reliable attendance. Do people consider you to be a solid person they can trust? DILIGENCE 20 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? COMPETENCY 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. PROBLEM SOLVING 22 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? CUSTOMER SERVICE 23 How fast do you respond to customer emails and web inquiries? What timeline do you feel is appropriate? PERFORMANCE 24 Amazon's Virtual Customer Service Associates are empowered and expected to think like owners. What does thinking like an owner mean to you? TOUGH 25 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? PROBLEM SOLVING 26 Why do you believe you will succeed in our fast-paced, high-expectations environment? COMPATIBILITY 27 Do you have any formal customer service training? CUSTOMER SERVICE 28 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? CUSTOMER SERVICE 29 Have you ever received negative feedback from a customer? CUSTOMER SERVICE 30 Amazon performs rounds of computerized testing on grammar, psychometric analysis, and voice modulation. Are you comfortable moving forward with these automated virtual tests? COMMUNICATION