The mission of the Executive Customer Relations Team is to resolve the most highly escalated customer contacts received by Amazon, identify systems and procedures that directly or indirectly lead to these contacts, and drive positive action for change and resolution on behalf of Amazon customers, Customer Service and the overall business. ECR serves as a bridge between CS and a variety of other groups within our company.
Key job responsibilities
- Respond to enquiries from corporate executives, government authorities in addition to resolving contacts (received through any channel);
- Provide advice to CS floor staff, regarding escalated contacts;
- Communicate effectively and professionally with other departments in researching complaints and acting as CS resource;
- Provide a detailed root cause analysis for customer advocacy to top level executives;
- Recognize system and quality concerns contributing to poor customer experiences and communicate as appropriate, to CS management and appropriate department
- Submit contact coaching forms, news articles and blurbs to ensure that CS is consistently kept up to date with Amazon policies and emerging issues;
- Partake and contribute to Kaizen events;
- Suggest research and compile Voice of the Customer proposals to improve customer experience;
- Report on projects, initiatives and processes under your care.
- Acting as an ambassador for CS when referring or redirecting inappropriate work requests from other teams;
- You will address customer issues by helping the customer, but also by identifying and measuring the root cause of the customer's experience failure and presenting your findings and recommendations to the right people throughout the company who can fix the process or technology that caused the customer pain.
- A relentless obsession for the customer
- Excellent English communication skills both verbal and written
- Prior experience in Customer Service
- Demonstrates flexibility in work hours based on scheduling needs and customer demands.
- Exceptionally strong customer handling and conflict resolution skills; focus on quality in customer care.
- Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change.
- Displays good judgment and discretion.
- Excellent decision making skills to effectively manage the needs of the customer and business
- Goal driven, target orientated, able to step back and look at the bigger picture, the person will also be able to manage during ambiguity and possess a preparedness to get involved
- Preferred Qualifications/Experience
- 1-2 years customer service experience
- Experience with Microsoft Office, including Outlook, Word and Excel
- Strong in both written and verbal English and Arabic
- Self-disciplined, quick self-learning, diligent and proactive
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