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James Dsouza

@jamesdsouza

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I resolve complex customer, account, payment and technical support issues across global operations.

India

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What I'm looking for

I'm seeking a Customer Care or Customer Support role focused on customer satisfaction, issue resolution, and long-term service quality.

At Amazon Development Centre, I supported customers across India, the UK, and the UAE for nearly six years, handling phone, chat, and email contacts across account, order, payment, delivery, return, and refund issues.

I supported UK Amazon Business customers with business-account queries, bulk orders, VAT registration guidance, Pay By Invoice cases, invoice data, and spend-related account questions. I investigated complex cases through order history, prior interactions, account information, and operational notes, coordinating with internal teams when needed.

I also provided technical operations support for Fire TV India and Prime Video UK, adapting troubleshooting guidance for non-technical users. Alongside customer support, I provided floor support and coaching for associates and new hires while maintaining process, SLA, and performance standards.

Experience

Work history, roles, and key accomplishments

Customer Service Associate

Amazon Development Centre

Jul 2016 - Oct 2022 (6 years 3 months)

Handled customer contacts via phone, chat, and email, resolving account, order, payment, delivery, returns, and refund issues. Supported UK business customers on Amazon Business, investigated complex cases, and provided technical support for Fire TV and Prime Video.