D2AS Sr. ECR Specialist

Amazon • Georgia, Georgia • 10h ago

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 within 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, and prevent similar issues from happening again. Communication skills are especially important, as this person will work with multiple stakeholders and create succinct write-ups for senior leaders. 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.

Key job 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 Amazon devices/digital products.

Support senior leaders on escalations, owning the investigation of an escalation from start to end.

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 general data analysis related to escalations or projects that the team is handling.

Execute 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 ECR 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.

About the team

D2AS ECR's mission is to restore trust and engagement for customers who have escalated issues with their Amazon devices and digital services to Amazon's leaders. These are highly complex issues that have created or could create PR risk, damage trust in the Amazon brand, and/or have elements of product safety or customer data privacy concerns. Our specialists are highly-trained and knowledgeable, serving as experts of restoring customer trust, delighting them with personal and peculiar experiences. We examine and celebrate customer anecdotes, providing meaningful insights to our stakeholders to focus on the right solutions, features, and designs.

Basic Qualifications

Strong written and verbal communication skills

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, and/or PR implications.

Experience with MS Office and CSC customer service tool set

Bachelor's degree or two years experience in Amazon.

Flexibility in work hours based on scheduling needs and customer demands

Must be in good standing

Preferred Qualifications

Six months of experience in supporting technical products

Experience utilizing Heartbeat and Tableau

Proficiency in other regional or international languages

Proven ability to identify opportunities, and drive them to completion using project/operations management such as Lean, Kaizen, Six Sigma

Knowledge of project management tools like Asana and Playbook

HTML skills 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 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.

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

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