Executive Customer Support Specialist
1 week ago
We are Amazon's Tech Support Executive Customer Relations group, working on behalf of Senior Leaders to resolve complex customer problems and prevent similar issues from happening again.
The Senior Customer Service Specialist is a key point of contact for relevant business and development teams, supporting them on resolution of executive escalations they own but require CS support.
Key Job Responsibilities:- 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 devices.
- Support managers on day-to-day VP Inquiries owning the investigation of an escalation from start to end, including preparing final responses to senior leaders, following the narrative style format.
- Dive deep into customer problems, building the entire history of customer contacts to determine root cause.
- Contact customers directly to gather data for root cause analysis, troubleshooting, and close the case for the customer.
- Conduct data queries and general data analytics related to escalations the team handles.
- Manage process improvement initiatives, including scoping and implementation of projects stemming from escalations.
- Effectively communicate with both internal and external customers by adjusting your communication style to your audience.
- Fluency in both Arabic and English (spoken and written).
- Must be in good standing.
- Experience with MS Office and customer service tool set.
- Bachelor's degree or 2 years Amazon Experience.
- Experience interpreting and communicating analytics.
- Experience 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.
- Demonstrate flexibility in work hours based on scheduling needs and customer demands.
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Riyad Al Khabra, Saudi Arabia Afaq Q Tech General Trading Full timeWe 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 Customer Service Specialist is a key point of contact for relevant business and development...
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