CS Associate Salary in Mumbai

Likes

...Managers are really angels in Amazon. They'll do everything best to support CSA. Step Progression policy is there to improvise salary structure after every 6 months for 3 years. On top of that Adjustment is also made when Asish Mittal announces wage revision.

Dislikes

With the launch of AC3 tool comes alot of bugs and access limitations in the tool, which was earlier flexible while working on CSC. Scope of improvisation is alot if program teams work effectively. Very limited amount of access is granted to employees in order to take action on any complaint. Most of the time access is Unavailable / revoked. With the amount of business Amazon has led out to GO-Sites (Concentrix, Teleperformance, Tech Mahindra, Frontizo, Wipro, Sutherland, Capegimini, Intelenet, etc.) who have made Amazon Customer Service a pathetic platform by committing false promises & passing out incomplete or incorrect information beyond policy. The situation has become so worst, that because of them Amazon direct employees are suffering today. God knows if there's any action actually taken against those GO-Site associates. With all unfair means these GO-Sites have been competing among themselves and maintaining high scores. Bringing COA (Customer Obsession Award) to their home sites, but their actual obsession is only to generate more revenue from Amazon as a client. Half of the calls / chats / emails that I handled, I found out frustrating customers because of these GO-Sites. Amazon should stop extending business to GO-Sites and start hiring more internal employees. Atleast we have more power & exceptions authority to help customer. Because of all this mess today, pan India network score have gone up to 93 - 95%. Leaders are then setting unachievable targets, which are unachievable, placing more and more employees to PIP and further termination. Earlier before AI was introduced, targets were set between 80-88% which is fairly achieveable. For every single NO HMD response 8/9 Yes HMD were required. But now it's 14 Yes HMD against 1 NO HMD to achieve 93% goal. On top of all these we have hell lots of process gap or loopholes. E.g. •Invalid Delivery Attempt •Tracking shows delivered but not received •Package returning to seller (especially for COD orders) •DA unable to contact recipient for arranging delivery •No slot / early delivery option available for customers •No direct option to add Bank A/c for refund available inside shopping app (earlier the option was there) •DA not following delivery instructions •Prime Delivery only works if pin-code is eligible or item is marked as prime. (Amazon is fooling customers by promising fast delivery on purchasing Prime Subscription) •For COD orders Amazon issuing Bank Cheque. And when customer request Cheque cancelation it takes 24 business days for the entire process to complete. •DA contact details are unavailable for some of the stations and not shared with customer. •No option for CSA to communicate with delivery station to help customer in certain emergency delivery cases. •COD Refunds don't reflect in transaction history inside Amazon Pay. •No easy shortcut option available on Amazon app to reach out customer service. •No option to delete / edit incorrect bank details saved by customer for claiming COD refund. Amazon has not worked on any of these to make customer experience better. Whenever things are escalated internally we (as an employee) only get to hear : whether a customer is facing issues with all the orders / process will never be 100% perfect otherwise no point in making CSA job / guide customer with alternative resolution / keep a follow up. In a business year hardly there are 2-3 IJP's rolled down to get promoted to next level. That too vacancies are very few and eligibility criteria is high. Amazon is making certain L2 employees do L3 job by making them support DART who has limited or no access to take any action on the order. As L2 if we contact DART queue, you will only get to hear "Buddy reconnect and look for permanent DART for resolution". If there are requirements then why IJP's are not rolled down...? Amazon provides 6 Step Progression in every 6 months for 3 years. That means 6 times salary revision scope is there in a span of 3 years. Here plays a hidden scam. When you get hired Amazon recruiters doesn't infrom you the step level, you are hired at and after achieving 3 or 4 steps progression, employee will receive an email stating that "you have reached maximum step progression and no further salary revision will be done". When I got terminated HR stated that only figures matter to them, as they won't deep dive the issue and will not look upon process gap which impacts an individual CSA score. Which is really and unfair policy of Amazon. On the other hand VOA (Voice of Associate) team says that if there's any process error, CSA can always ask for exception and TM will accordingly publish data excluding process errors. However, this is never practiced in real. A No HMD will remain tag to you no matter if you have done your best on that particular contact. Hence, Amazon has become an unhealthy place to work in. Amazon needs to improvise the working standards. Or soon Amazon will see a drastic downfall in the years to come. Terminating an employee is only valid if customer responds NO HMD due to associate's error.

Likes

On time salary as i have worked in go ai operations on contractual basis so i can't say about promotions coming to salary part its not great but yeah average

Dislikes

Too much unnecessary targets for the salary we get , micromanagement by managers . No carrer development in operations so better think before joining

Likes

I like to work with Sutherland. The manager are very supportive the work culture ia also very nice and tte best part was salary scale. I recommend all to work in that organisation.

Dislikes

Nothing all was good