Job ID: 2894068 | Souq.com for E-Commerce LLC - G32We are Amazon’s Tech Support Executive Customer Relations group and work on behalf of Senior Leaders to resolve complex customer problems and prevent similar issues from happening again, owning Digital, Device & Alexa executive customer escalations globally.The Senior ECR Specialist is a key point of contact for relevant business and development teams, and will support them on resolution of executive escalations they own, but require CS support.Language skills are especially important, as this person will create succinct write-ups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involves multiple customer contacts and determining the root cause(s) for the issue.Key job responsibilitiesThe core functions of the Senior ECR Specialist include:Resolve Customer Trust Escalations related to Amazon Brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer’s trust in devicesSupport 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 formatDive deep into customer problems, building the entire history of customer contacts, to determine root causeContact the customer directly to gather data for root cause analysis, troubleshooting, and close the case for the customerConduct data queries and general data analytics related to escalations the team is handlingManage process improvement initiatives, including the scoping and implementation of projects stemming from escalationsEffectively communicate with both internal and external customers by adjusting your communication style to your audienceCreate and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in CS Assistant is up to dateServes as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a commitment to excellent customer serviceSuccessfully completes approved special projects as assignedBASIC QUALIFICATIONSFluency in both German and English (spoken and written)Must be in good standingExperience with MS Office and AC3 customer service tool setBachelor's degree or 2 years Amazon ExperienceExperience interpreting and communicating analyticsExperience communicating technical concepts to a non-technical audienceAbility to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environmentIllustrate communicating and/or presenting to Sr. Leaders or other stakeholdersDemonstrates flexibility in work hours based on scheduling needs and customer demandsA minimum of six months of experience handling customer escalated contacts such as D2ASAdvanced Technician, DART (Resolution Specialist), Social Media, ECR or Search & Rescue.PREFERRED QUALIFICATIONSExperience utilizing Heartbeat and TableauProficiency in other languagesProficient project management skills (communication, planning, documentation) and the proven ability to identify opportunities, and drive them to completion (kaizen, six sigma, project management methods).Knowledge of project management tools like SIM.HTML skills for creation of departmental and interdepartmental documentation and communication.Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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