Sr. Customer Service Specialist, Digital, Device, and Alexa Support (D2AS) Executive Customer [...]

Amazon; Trento; In loco; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

A leading global tech company is seeking a Sr. Customer Service Specialist for their Digital Device and Alexa Support team. The ideal candidate will resolve executive customer escalations, requiring fluency in Arabic and English, along with a bachelor’s degree or significant Amazon experience. This role involves conducting data analysis, managing customer relations, and improving processes in a fast-paced environment. A commitment to excellent customer service is essential.

Competenze

• Must be in good standing.
• Experience interpreting and communicating analytics.
• Minimum of six months handling customer escalated contacts.

Mansioni

• Resolve Customer Trust Escalations related to Amazon Brand.
• Support managers on day-to-day inquiries, investigating escalations.
• Dive deep into customer problems and conduct data queries.

Conoscenze

Fluency in Arabic and English

Experience with MS Office

Customer service tool set

Flexibility in work hours

Formazione

Bachelor's degree or 2 years Amazon Experience

Strumenti

Heartbeat

Tableau

HTML

Descrizione del lavoro

Sr. Customer Service Specialist, Digital, Device, and Alexa Support (D2AS) Executive Customer Relations

Job ID: 2811661 | Afaq Q Tech General Trading

We 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 teams, and will support them on resolution of executive escalations they own, but require CS support.

Language skills are especially important, as this person will create succinct write-ups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involves multiple customer contacts and determining the root cause(s) for the issue.

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 the managers on the day to day VP Inquiries owning the investigation of an escalation from start to end, including preparing the 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 the customer 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 is handling
• Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations
• Effectively communicate with both internal and external customers by adjusting your communication style to your audience
• Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in KC is up to date
• Serve as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a commitment to excellent customer service
• Successfully completes approved special projects as assigned

Basic Qualifications

• 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
• Illustrate communicating and/or presenting to Sr. Leaders or other stakeholders
• Demonstrates flexibility in work hours based on scheduling needs and customer demands
• A minimum of six months of experience handling customer escalated contacts such as D2AS Advanced Technician, DART (Resolution Specialist), Social Media, or Search & Rescue

Preferred Qualifications

• Experience utilizing Heartbeat and Tableau
• Proficiency in other languages
• Proficient project management skills (communication, planning, documentation) and the proven ability to identify opportunities, and drive them to completion (kaizen, six sigma, project management methods).
• Knowledge of project management tools like SIM.
• HTML skills for creation of departmental and interdepartmental documentation and communication.

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Posted: January 14, 2025 (Updated 25 days ago)

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