Job 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 a Senior 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 Senior Specialist, you will resolve complex customer problems escalated to Amazon leaders or to local government authorities, and prevent similar issues from happening again. Language skills are especially important, as this person will create succinct write-ups in a narrative style format for senior leaders. In addition, they might interact with the government officials as and when required to resolve customer escalations. A successful candidate must have the ability to research complex use cases that involve multiple customer contacts, determine the root cause(s) for the issue, and identify systemic opportunities to improve processes continuously.

Responsibilities:

• Resolve Customer Trust Escalations related to the Amazon brand, data regulation, or privacy concerns by driving technical investigations to identify root cause(s) and restore customers’ trust in devices.
• Support the managers on the day-to-day VP Inquiries owning the investigation of an escalation from start to end, including preparing the final responses to senior leaders, following the narrative style format.
• Dive deep into customer problems; build the entire history of customer contacts, to determine root cause.
• Contact customers directly to gather information for troubleshooting and root cause analysis. Follow-up with customers until the issues are successfully resolved.
• Conduct data queries and general data analytics related to escalations the team is handling.
• Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations.
• Effectively communicate with both internal and external customers by adjusting the communication style to your audience.
• Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in KC is up to date.
• 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
• Illustrated experience in communicating and/or presenting to Sr. Leaders or other stakeholders
• Experience in interpreting and communicating analytics
• 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
• A minimum of six months of experience handling escalated contacts with legal, regulatory, Governmental and/or PR implications.
• Experience with MS Office and CSC customer service tool set
• Bachelor's degree or 2-years Amazon experience
• Flexibility in work hours based on scheduling needs and customer demands
• Must be in good standing

PREFERRED QUALIFICATIONS

• Six months of experience in any D2 skills
• Experience utilising Heartbeat and Tableau
• Proficiency in other languages
• Project management skills (communication, planning, documentation), proven ability to identify opportunities, and drive them to completion (using Lean, Kaizen, Six Sigma and other project management approaches).
• Knowledge of project management tools like SIM.
• HTML skills for creation of departmental and interdepartmental documentation and communication.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.

Amazon takes your personal data protection seriously and respects EU and local data protection laws. Unless you express otherwise, by submitting your CV you authorise the hiring Amazon company to store your personal data in the electronic database maintained by Amazon Corporate LLC. in the USA or one of its affiliates for the purpose of assessing your suitability for this and future job vacancies and to pursue your recruiting process. If at any time you want your personal data to be deleted, you simply need to notify the hiring Amazon company. Amazon will not share your personal data with any third party without your prior consent. As part of your interview process with Amazon you may be asked to authorise the hiring Amazon company to separately verify your application data and personal background through a third party service provider.

Additional Requirements

• Fluency in English and Arabic
• MS Office