DESCRIPTION
Amazon’s mission is to be earth’s most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, the Executive Customer Relations (ECR) team in the Digital, Device, and Alexa Support (D2AS) business is looking for an ECR Specialist to support a growing worldwide team and tackle problems for both internal and external customers. ECR is a role model within worldwide Customer Service, ensuring that problems are resolved not just for an individual, but for all customers.
As a D2AS ECR Specialist, you will resolve complex customer problems escalated to Amazon leaders or local government authorities, and prevent similar issues from happening again. A successful candidate must have the ability to research complex use cases that involves multiple customer contacts, determine the root cause(s) for the issue, and identify systemic opportunities to continuously improve processes.
Key job responsibilities
Resolve customer queries escalated to Amazon leaders and Government bodies within the service levels.
- Drive technical investigations to identify root cause(s) and restore customers’ trust in devices.
- Handle Product Safety cases escalated to Amazon leaders or the government bodies around Amazon-branded devices.
- Dive deep into customer problems, building the entire history of customer contacts, to determine root cause(s).
- Contact customers directly to gather information for troubleshooting and root cause analysis. Follow-up with customers until the issues are successfully resolved.
- Effectively communicate with both internal and external customers by adjusting your communication style to your audience.
- Serve as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies and commitment to excellent customer service.
- Successfully complete approved special projects as assigned.
PLEASE NOTE: In this role, you may be required to work weekend days and evening hours.
BASIC QUALIFICATIONS
- Fluency (spoken, reading and written proficiency) in English and Arabic
- A minimum of six months of experience in Customer Service
- Experience in communicating technical concepts to a non-technical audience
- Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
- Experience with MS Office and CSC tool set.
- Flexibility in work hours based on scheduling needs and customer demands
- Passion for the customer
- Must be in good standing
PREFERRED QUALIFICATIONS
- Six months of experience in complex Tech Support operations supporting 1P/2P/3P devices.
- Experience in utilizing Heartbeat and Tableau
- Experience in process improvement using Lean and Kaizen methods
- Proficiency in other languages
- A minimum of six months of experience handling escalated contacts with legal, regulatory, Governmental and/or PR implications.
