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Located WITHIN AMA • Cagayan de Oro • Philippines

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Skills Needed for Every
E-Commerce Company


Family: Customer Service Activities
Requires State-of-the Art MINDS
High Priority – High Earnings Potential
Typically income is fixed per Assignment unless
Residual Income arrangements are negotiated

In any business – ONline or OFF – actual customers are very expensive to acquire. Prospective customers are also very expensive (simple web visitors can cost a company from $.10 to $5.00 or more each) – regardless of whether the prospect purchases.

To get an understanding of ‘Customer Acquisition Costs’ – assume (1) that a web visitor (prospective) costs $1.00 and (2) your ‘Closing/Conversion Ratio’ is 5% (takes 20 visitors to produce one buyer/customer). Your Customer Acquisition Cost would be $20 – in just direct marketing expenses (doesn’t include other company expenses).

Often the difference between someone becoming a customer – can be the treatment they receive from an e-commerce company’s Customer Service Department.

Customer Service MODES of communication in e-commerce companies:

Primary – email. To Western companies and customers – email is the most used mode of inquiries/complaints. To them - email is as normal as txts are to Pinoys.

Note: Since most Academy projects will be with Western companies – if you cannot write in today’s universal language of business - excellent English – (grammar, spelling, syntax, etc) – you’ll not be able to perform Customer Service activities.

In addition to quickly responding to email contacts – Customer Service folks are trying to determine if there are patterns of issues (re-occurring) – so they can be reported to senior company managers to resolve.

Other CS Communication Modes – depending on company circumstances and the nature of their business – some companies also perform Customer Service via IM and/or Voice (VOIP). In those situations, Customer Service folks would also have to speak excellent English – not just write it.


Who Is Eligible To Participate in the E-Commerce Academy?

Currently enrolled – exceptionally skilled AMA students in their 3rd and 4th year of studies – OR - previous AMA Graduates seeking careers in E-commerce. You must be recommended by a faculty member to be considered.

Please note – Current Students: The E-commerce Training Academy is an extra-curricular activity. Means participation does not replace any of your scheduled academic work nor responsibilities. There is no tuition charge to participate. It’s a wonderful added benefit of doing your learning at AMA.


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