Executive Customer Relations Specialist - UAE National CS Operations

Amazon; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company seeks an Executive Customer Relations professional to manage escalated customer contacts and improve service quality. Candidates should be UAE nationals with strong communication skills and a customer-centric approach, capable of handling complex issues in a dynamic environment.

Qualifications

• Excellent English communication skills (verbal and written).
• Prior experience in Customer Service.
• Strong customer handling and conflict resolution skills.

Responsibilities

• Respond to enquiries from corporate executives and resolve contacts.
• Provide advice regarding escalated contacts to CS floor staff.
• Communicate effectively with other departments in researching complaints.

Skills

Customer handling

Conflict resolution

Communication

Tools

Microsoft Office

Job description

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 lead to these contacts, and drive positive change and resolution for Amazon customers, Customer Service, and the overall business. ECR serves as a bridge between CS and 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, government authorities, and resolve 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 detailed root cause analysis for customer advocacy to top-level executives;
5. Recognize system and quality concerns contributing to poor customer experiences and communicate as appropriate to CS management and relevant departments;
6. Submit contact coaching forms, news articles, and blurbs to keep CS updated on Amazon policies and emerging issues;
7. Participate in 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, identifying root causes of experience failures, and presenting findings and recommendations to relevant teams to improve processes or technology.

Qualifications

• A relentless obsession for the customer
• Excellent English communication skills (verbal and written)
• Prior experience in Customer Service
• Flexibility in work hours based on scheduling needs and customer demands
• Strong customer handling and conflict resolution skills with a focus on quality
• Ability to work independently, self-motivated, and adaptable to change
• Good judgment and discretion
• Excellent decision-making skills to manage customer and business needs
• Goal-oriented, target-driven, with the ability to see the bigger picture and manage ambiguity
• UAE national with family book

Preferred Qualifications/Experience

• 12 years of customer service experience
• Experience with Microsoft Office (Outlook, Word, Excel)
• Strong English and Arabic communication skills (written and verbal)
• Self-disciplined, quick learner, diligent, proactive

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need workplace accommodations during the application and hiring process, please visit [link] for more information. If your country/region isn't listed, please contact your Recruiting Partner.

Required Experience:

Unclear Seniority