Executive Customer Relations Specialist Jobs in Dubai – UAE at Amazon
Title: Executive Customer Relations Specialist
Location: Dubai – UAE
Type: Full Time
Category: Customer Service/Help Desk
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. 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.
As ECR Specialist, you will resolve complex customer problems escalated to Amazon leaders or local government authorities, ECR serves as a bridge between CS and a variety of other groups within our company.
. Resolve customer queries escalated to Amazon leaders and Government bodies within the service levels, 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 willaddress 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.
In this role, you may be required to work weekend days and evening hours.
. Fluency (spoken, reading and written proficiency) in English and Arabic. A relentless obsession for the customer. 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 towork 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 Preferred
. Experience in utilizing Heartbeat and Tableau. Experience in process improvement using Lean and Kaizen methods. A minimum of six months of experience handling escalated contacts with legal, regulatory, Governmental and/or PR implications.