CONCENTRIX
At Concentrix, I worked as a Customer Service Representative for the Amazon Digital Services Team, handling inbound phone support from 2013 to 2015. My main responsibility was assisting customers with inquiries related to Amazon’s digital products and services, including Kindle e-books, Prime Video, Amazon Music, and other digital content. I provided technical troubleshooting, billing assistance, subscription management, and general customer support to ensure a seamless user experience.
A large part of my role involved addressing technical issues with Kindle devices and Amazon’s digital platforms. Customers frequently faced problems such as connectivity issues, content not downloading, or trouble accessing purchased media. I guided them through step-by-step troubleshooting, ensuring they could resolve minor concerns independently in the future. I also assisted with account security issues, password resets, unauthorized purchases, and refund requests.
Billing and subscription concerns were another major aspect of my job. Customers often needed clarification about Prime Video subscriptions, unexpected charges, and promotional offers. I explained billing details, assisted with plan cancellations or upgrades, and processed refunds or adjustments when necessary. Additionally, I helped customers understand how to manage their subscriptions effectively, reducing future billing disputes.
Managing high call volumes was one of the biggest challenges, especially during peak shopping seasons like Black Friday and Cyber Monday, when digital purchases and streaming subscriptions surged. These peak periods required me to stay calm, patient, and efficient while ensuring every customer received top-quality support. I took pride in maintaining a high customer satisfaction score (CSAT) even under pressure.
I also participated in team coaching sessions, where I received feedback on call resolution efficiency, de-escalation techniques, and customer engagement strategies. These sessions helped me develop a customer-first approach, improving my ability to adapt to different personalities and concerns.
Although I left Concentrix in 2015 due to uncertainty about my career path, this role built my expertise in customer service, technical support, and communication. It also strengthened my ability to handle high-pressure situations, multitask efficiently, and de-escalate difficult customer interactions—skills that continue to benefit me in my professional journey.