17 Amazon Customer Service Associate Interview Questions and Answers

Amazon is one of the largest online retailers in the world, and they are always looking for customer service associates to help answer customer questions and resolve issues. If you’re considering applying for a customer service associate job at Amazon, you’ll need to be prepared to answer a few questions in your interview.

In this guide, we’ll give you a few sample questions and answers to help you prepare for your Amazon customer service associate interview.

Are you comfortable talking on the phone for long periods of time?

This question is a way for the interviewer to assess your ability to handle customer service calls. It’s important that you are comfortable with this aspect of the job because it can be one of the most time-consuming aspects of working in customer service.

Example: “I am very comfortable talking on the phone, and I enjoy doing so as well. In my previous role, I was responsible for handling all incoming calls from customers who needed assistance or had questions about our products. I would answer their questions and resolve any issues they were having. I find that being able to talk on the phone for long periods of time comes naturally to me.”

What are some of the most important qualities for a successful customer service associate?

This question can help the interviewer determine if you have the qualities they look for in their employees. They may want to see that you value customer service, are empathetic and enjoy helping others. When answering this question, consider what skills you’ve developed over your career that helped you succeed.

Example: “I believe some of the most important qualities for a successful customer service associate include empathy, patience and problem-solving skills. These skills allow me to better understand my customers’ needs and find solutions to their problems. I also think it’s important to be organized and detail-oriented because these traits can help me stay on top of my work.”

How would you deal with a customer who is angry and upset about a problem with their order?

This question can help the interviewer assess your customer service skills and how you react to challenging situations. Use examples from previous experience in which you helped customers resolve problems with their orders or helped them feel satisfied about their purchases.

Example: “I once had a customer who was upset because they didn’t receive an item that was supposed to be part of their order. I listened carefully to what they were saying, asked questions to clarify the problem and apologized for any inconvenience. Then, I looked up the order to see if there was any information I could provide to help solve the issue. After finding out that the missing item was on backorder, I offered to give them a discount on another product so they would still have something to use while waiting for the other item.”

What is your experience with using computers and other office equipment?

The interviewer may ask this question to learn about your computer skills and how you use office equipment. Use your answer to highlight any experience you have using computers, scanners or other office equipment. If you don’t have much experience with these items, focus on the customer service aspect of the role rather than the technical side.

Example: “I’ve been using computers for over 10 years now, so I’m very comfortable with them. In my last position as a customer service representative, I used computers every day to help customers find products they were looking for. I also regularly used a scanner to check inventory levels.”

Provide an example of a time when you had to go above and beyond to help a customer.

This question can help the interviewer understand how you approach your work and what motivates you. It’s important to show that you’re motivated by helping others, so it’s a good idea to describe a situation where you helped someone who was having difficulty with their order or other customer service issue.

Example: “I once had a customer who ordered a product from our website but then called in asking if we could cancel the order because they found it for less money elsewhere. I looked up the item on our database and saw that it was still in stock, so I told them that we couldn’t cancel the order. They were upset, but I explained that we would be losing money if we canceled the order.

They ended up keeping the order, but I followed up with them after delivery to make sure everything went well. A few days later, they emailed me back saying that they were happy with the product and thanked me for my help.”

If hired, what would be your main priorities as an Amazon customer service associate?

This question helps the interviewer determine how you would approach your job responsibilities. Your answer should include a list of tasks that are important to Amazon customer service and highlight your skills and experience in those areas.

Example: “My main priorities as an Amazon customer service associate would be to provide excellent customer service, respond quickly to customers’ questions and concerns and resolve issues efficiently. I have extensive experience with all three of these tasks, having worked for several years as a customer service representative at a call center where I helped customers troubleshoot problems with their accounts and answered questions about products and services.”

What would you do if you weren’t sure how to help a customer?

This question can help the interviewer understand how you learn new information and solve problems. Use your answer to highlight your problem-solving skills, ability to ask for help and willingness to learn from others.

Example: “If I wasn’t sure how to help a customer, I would first try to find out more about the issue by asking questions. If that didn’t work, I would look up the solution online or ask my supervisor for help. I am always willing to learn new things, so I would take advantage of any training opportunities available to me.”

How well do you handle stress and pressure?

Working in customer service can be stressful. Employers ask this question to make sure you have the ability to handle stress and pressure well. In your answer, share a time when you had to work under pressure. Explain how you handled it and what skills helped you succeed.

Example: “I find that I do my best work when I am calm and focused. When I’m stressed or overwhelmed, I sometimes forget important details or lose focus on the task at hand. To avoid this, I take deep breaths and remind myself of all the tasks I need to complete. This helps me stay calm and focused so I can get everything done.”

Do you have any questions for me about the position or company?

This is your chance to show the interviewer that you’ve done your research and are genuinely interested in the job. It’s also a good time to ask about any benefits or perks they offer, such as flexible work schedules or tuition reimbursement.

Example: “I noticed that this position offers a competitive salary and full benefits package. I’m wondering if there are any other ways the company supports its employees’ professional development. For example, do you have an employee training program? Are there opportunities for advancement?”

When was the last time you took initiative to learn something new?

This question can help the interviewer get a sense of your willingness to learn and grow as an employee. It can also show them that you’re open to taking on new responsibilities or challenges in your role. When answering this question, it can be helpful to mention something specific about yourself that you’ve learned recently.

Example: “I took initiative to learn how to use our company’s customer service software last year when I started my current job. This helped me become more efficient at my work and allowed me to take on additional tasks within the department. I’m always looking for ways to improve myself and my performance.”

We want our customer service associates to be friendly and approachable. How would you make customers feel welcome when they contact you?

This question is an opportunity to show your interpersonal skills and ability to connect with customers. Your answer should include a specific example of how you would make customers feel welcome when they contact you for help.

Example: “I believe that the first interaction with a customer can set the tone for their entire experience. I would greet them by name, ask about their day and use my listening skills to understand what they need from me. This approach has helped me build strong relationships with many of our customers, who often return to us because they enjoy working with me.”

Describe your process for handling multiple tasks at once.

This question can help the interviewer determine how you prioritize your work and manage competing deadlines. Your answer should highlight your ability to multitask, communicate with others and meet tight deadlines.

Example: “I use a project management software that allows me to create multiple tasks within one project. I start by creating a list of all my tasks for the day and then assign them to specific projects. This helps me stay organized and ensures I’m not forgetting any important steps in each task. When handling multiple calls at once, I make sure to write down notes about what each caller is asking so I don’t forget anything when switching between calls.”

What makes you stand out from other candidates for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their team. When answering, it’s important to highlight your skills that match the job description and emphasize what makes you unique from other candidates.

Example: “I have a background in customer service, but I also have experience working with technology. In my previous role as a sales associate at an electronics store, I learned how to troubleshoot many different types of devices. This skill set is beneficial for this position because I understand the importance of providing quality customer service while also knowing how to use the company’s software and tools.”

Which industries do you have the most experience working in?

This question is a great way for the interviewer to learn more about your background and experience. It’s important to highlight any relevant skills you have that can help you succeed in this role, such as customer service or problem-solving abilities.

Example: “I’ve worked primarily in retail throughout my career, but I also have some experience working in hospitality. In both of these industries, I learned how to provide excellent customer service and solve problems quickly. These skills are what led me to apply for this position at Amazon because I know I can use them here.”

What do you think is the most important thing customer service associates can do to help businesses succeed?

This question can help the interviewer understand your perspective on customer service and how it relates to a company’s success. Your answer should show that you value customer satisfaction, but also recognize the importance of other factors in business growth.

Example: “Customer service is one of the most important aspects of any business because it directly impacts the overall experience customers have with a brand. I think businesses need to focus on providing excellent customer service while also ensuring their employees are happy and healthy. Happy employees provide better customer service, which leads to more satisfied customers who return to make purchases again.”

How often do you think customer service associates should update their skills and knowledge?

This question can help interviewers understand your commitment to continuous learning. Your answer should show that you are willing to learn new skills and update yourself on the latest developments in customer service.

Example: “I think it’s important for customer service associates to keep up with the latest trends in their field. I have taken several online courses about how to improve my communication skills, which has helped me become a more empathetic person. I also subscribe to newsletters from leading customer service professionals so I can stay informed of what is happening in the industry.”

There is a trend of customers becoming more and more impatient when contacting companies for help. How would you stay calm when dealing with a difficult customer?

This question is a great way to assess your customer service skills and how you would handle difficult situations. When answering this question, it can be helpful to give an example of a time when you had to stay calm in a stressful situation.

Example: “I have worked with many customers who were impatient or rude on the phone. I find that remaining calm and polite is the best way to diffuse these situations. If they see that I am not going to react negatively to their behavior, they are more likely to change their tone. In my last role, I once had a customer call me over 20 times in one day because they were upset about a shipment. I remained calm and answered all of their questions until they finally understood what was happening.”