Amazon

This review is for Amazon Customer Service Pune.

It's a new site, less than a year old and growing, so there are a lot of challenges and growth opportunities.

This is not a positive for Amazon CS Pune, but for the people of Pune and nearby areas, which account for the majority of associates who work in Amazon CS Pune. Associates are awesome, fun-loving, and behave like close-knit families.

The only positive is that you get gifts during festivals. Operations managers take you to restaurants for lunch and dinners after important training or meetings. This happens in every other company.

It's a production site where cost-cutting is heavily emphasized.

One who has experienced Amazon Culture in other sites, and has money/savings or backup from family and friends, and/or other job options, will leave Amazon CS Pune. You won't find Amazon Culture here; it's a call center, and worse than that.

The senior-level employees, which include the operations managers and site leaders – I won't call them leaders, which is what they are called in Amazon as they are part of the Amazon leadership team – treat associates very badly, like robots paid to do work. As a lead of your team, you have no power or say in the decisions taken for your team. You are just informed about the decisions taken by the senior leadership team.

There are serious workplace issues regarding the working of the senior leadership team. If we compare with Amazon workplace standards, these issues will come to the surface if the feedback of the associates and leads is taken by the Amazon Worldwide team.

The Quality Analyst in Amazon Pune performs three higher-level roles of Amazon Customer Service Hyderabad, the main Customer Service site in India, at one level less and at 1/3rd or 1/4th the combined cost. They are:

• Floor Lead (takes care of break timings, logins, logouts, contact reviews, performance checks, team meetings)
• Process Lead (assists you with the Work Process via live chat medium)
• Quality Analyst (analyzes individual and team-level performance, shares new updates, and highlights bottom performers).

If required, the Analyst will also need to train a new team, for which there is another higher-level role in Hyderabad.

If you have worked in other sites of Amazon Customer Service, do not come to Pune. If you are new to Amazon and applying to Amazon CS Pune because of the Amazon Brand, you will be deeply disappointed. There is no job satisfaction. Rather, try Hyderabad CS; you will enjoy the experience.

The leadership team, many of whom have good years of Amazon Work Experience from other sites, ironically lack the courage and conviction to take strong and right decisions, or in the name of profit-making and productivity, have forgotten the values that make Amazon unique and an awesome place to work at.

I will give 3 out of 10 to Amazon Customer Service Pune.

Do not turn Amazon Customer Service into a conventional call center or BPO. Learn to respect your lower-level employees. Behave.

Open your eyes and behave like Amazon leaders, or else it wouldn't be long before Amazon's reputation is tarnished by international and Indian media because of you.