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Executive Customer Relations Specialist

1 month ago

Jeddah, Makkah Province, Saudi Arabia Amazon Full time
Executive Customer Relations Specialist - UAE National, CS Operations

Job ID: 2947261 | Q-Express Documents Transport

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.

As part of our commitment to complying with national labor laws and applicable legislations in the United Arab Emirates, this position is open to candidates who fulfill the specific nationality criteria stipulated by local regulations.

Key Job Responsibilities
  1. Respond to enquiries from corporate executives and government authorities, in addition to resolving contacts received through any channel.
  2. Provide advice to CS floor staff regarding escalated contacts.
  3. Communicate effectively and professionally with other departments in researching complaints and acting as a CS resource.
  4. Provide a detailed root cause analysis for customer advocacy to top-level executives.
  5. Recognize system and quality concerns contributing to poor customer experiences and communicate appropriately to CS management and relevant departments.
  6. Submit contact coaching forms, news articles, and blurbs to ensure that CS is consistently kept up to date with Amazon policies and emerging issues.
  7. Partake and contribute to Kaizen events.
  8. Suggest research and compile Voice of the Customer proposals to improve customer experience.
  9. Report on projects, initiatives, and processes under your care.
  10. Act as an ambassador for CS when referring or redirecting inappropriate work requests from other teams.
  11. Address customer issues by helping the customer and identifying and measuring the root cause of the customer's experience failure, presenting findings and recommendations to the appropriate parties.
BASIC QUALIFICATIONS
  1. A relentless obsession for the customer.
  2. Excellent English communication skills, both verbal and written.
  3. Prior experience in Customer Service.
  4. Demonstrates flexibility in work hours based on scheduling needs and customer demands.
  5. Exceptionally strong customer handling and conflict resolution skills, with a focus on quality in customer care.
  6. Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change.
  7. Displays good judgment and discretion.
  8. Excellent decision-making skills to effectively manage the needs of the customer and business.
  9. Goal-driven, target-oriented, able to step back and look at the bigger picture, able to manage during ambiguity, and possess a preparedness to get involved.
  10. UAE national with family book.
PREFERRED QUALIFICATIONS
  1. 1-2 years customer service experience.
  2. Experience with Microsoft Office, including Outlook, Word, and Excel.
  3. Strong in both written and verbal English and Arabic.
  4. Self-disciplined, quick self-learning, diligent, and proactive.

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 this link 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 – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

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