Transportation Representative, Executive Customer Relations

Amazon; India; On-site; INR 300,000 - 420,000; Full time

Job summary

Amazone India is seeking an Executive Customer Relations (ECR) to manage escalations, perform root-cause analysis and drive proactive rescue programs that improve the customer experience. You will interact with leaders and cross-functional teams to resolve issues and implement systemic fixes.

This role requires flexible shifts in a 24/7 environment, strong English communication, and a passion for exceptional service with analytical rigor. Join a pivotal team dedicated to customer satisfaction.

Qualifications

• Experience in delivering exceptional customer service and strong communication abilities.
• English-language communication skills (written and verbal).
• 1+ years in customer service or related degree holders with cross-functional exposure.
• Willingness to work flexible shifts in a 24/7/365 environment.
• Independent work style with strong judgment and proactive project delivery.

Responsibilities

• Respond to inquiries and resolve escalations through appropriate channels.
• Communicate professionally with CS and non-CS departments.
• Conduct detailed root-cause analyses.
• Identify systemic and quality concerns and escalate to stakeholders.

Skills

Customer service

Communication skills

Analytical skills

Attention to detail

English proficiency

Education

Bachelor's degree in management, business administration, economics, engineering, marketing

Tools

Microsoft Office Suite

Job description

Description

Executive Customer Relations (ECR) team manages IN trans related escalations for rescue, root causing and medium/long term systemic changes. The team manages multiple programs such as INOPS VPI, ECR email escalations and customer rescue programs.

The team liaises with stakeholders across the IN Network to develop proactive rescue mechanisms, solutions and systemic fixes around the opportunities identified through root cause analysis to improve customer experience.

We have a 5-day work week but given the 7 days a week operation, the 2 scheduled days off will vary based on shift patterns and business needs.

Key job responsibilities

Respond to inquiries from leaders, in addition to resolving contacts (received through escalation channels).

Communicate effectively and professionally with CS and non-CS departments.

Work on a detailed root cause analysis.

Recognize systemic and quality concerns contributing to poor customer experiences and communicate to appropriate stakeholders.

A day in the life

You will address customer issues by rescuing the customer but also by identifying and measuring root cause of the customer's experience failure and presenting your findings and recommendations to right stakeholders who can fix process or technology that caused customer defect.

Basic Qualifications

• Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience in English-language communication skills, both written and verbal
• 1+ years of customer service experience, or Bachelor's degree in management, business administration, economics, engineering, marketing
• Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment
• Can work proactively and independently, meet deadlines, and deliver on projects and tasks
• Experience handling administrative details independently, while exercising good judgment in keeping team members adequately informed
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troubleshooting network and experience working with customers with a passion for delivering exceptional service

Preferred Qualifications

• Experience handling confidential information and maintaining professionalism in dealing with senior executives, or experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround
• Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
• Prior experience in Customer Service

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.

Company

ASSPL - Telangana - D82

Job ID: A10410989