Executive Customer Relations Specialist

Amazon Inc.; Riyadh; On-site; SAR 167,000 - 335,000; Full time

Job summary

Afaq Q Tech General Trading is seeking an Executive Customer Relations Specialist to support Amazon’s customer service operations in Riyadh. The role focuses on handling high-priority escalations from senior leadership, government authorities, and regulators, while coordinating with Legal and cross-functional teams to improve processes.

Ideal candidates will have 2+ years of customer support or escalation resolution experience, strong English and Arabic communication, and proven judgment in

Qualifications

• Minimum 2 years of customer support experience or relevant escalation resolution experience.
• Experience communicating effectively in English, both verbally and in writing.
• Fluency in spoken, written, and reading Arabic.
• Experience identifying, investigating, and resolving complex issues.
• Ability to manage sensitive customer escalations with executive presence and sound judgment.

Responsibilities

• Serve as the primary Customer Service point of contact for escalations received from senior executives, government bodies, and regulatory authorities.
• Manage complex and sensitive customer complaints requiring executive-level attention.
• Investigate serious escalations and determine appropriate resolutions when standard troubleshooting procedures are insufficient or unavailable.
• Make informed decisions that directly affect customer outcomes.
• Conduct comprehensive investigations to identify immediate solutions and underlying operational issues.
• Represent Amazon Customer Service in external meetings with government stakeholders and regulatory bodies when required.
• Identify emerging customer escalation trends and coordinate appropriate responses with internal partner teams.
• Manage escalation workflows and introduce improved mechanisms to address process gaps.
• Act as the local liaison between Customer Service and Legal regarding court-related cases, legal notices, and regulatory matters.
• Coordinate with relevant stakeholders to ensure sensitive customer concerns receive appropriate attention and resolution.

Skills

Executive escalation management

English communication

Arabic fluency

Problem solving

Cross-functional collaboration

Job description

Executive Customer Relations Specialist Job Snapshot - Role: Executive Customer Relations Specialist - Location: Riyadh, Saudi Arabia - Industry: Internet - Function: Customer Support-Client Care - Experience: Minimum 2 years of customer support experience or relevant escalation resolution experience - Job Type: Full Time - Work Arrangement: On-site

Position Overview Afaq Q Tech General Trading is seeking an Executive Customer Relations (ECR) Specialist to support Amazon 's customer service operations in Riyadh, Saudi Arabia. The Executive Customer Relations Specialist manages complex, high-priority customer escalations originating from senior leadership, government authorities, and regulatory bodies. The role focuses on resolving sensitive customer concerns, conducting detailed investigations, and identifying systemic issues that require long-term operational improvements. The successful candidate will collaborate with Legal, Customer Service, and cross-functional business teams to develop effective solutions, strengthen customer trust, and prevent recurring escalations. This high-visibility position requires sound judgment, professional communication, strong problem-solving abilities, and confidence in handling sensitive matters where established resolution procedures may not exist.

Job Details

• Country: Saudi Arabia
• City: Riyadh
• Industry: Internet
• Function: Customer Support-Client Care
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: On-site

Key Responsibilities

• Serve as the primary Customer Service point of contact for escalations received from senior executives, government bodies, and regulatory authorities.
• Manage complex and sensitive customer complaints requiring executive-level attention.
• Investigate serious escalations and determine appropriate resolutions when standard troubleshooting procedures are insufficient or unavailable.
• Make informed decisions that directly affect customer outcomes.
• Conduct comprehensive investigations to identify immediate solutions and underlying operational issues.
• Represent Amazon Customer Service in external meetings with government stakeholders and regulatory bodies when required.
• Identify emerging customer escalation trends and coordinate appropriate responses with internal partner teams.
• Manage escalation workflows and introduce improved mechanisms to address process gaps.
• Act as the local liaison between Customer Service and Legal regarding court-related cases, legal notices, and regulatory matters.
• Coordinate with relevant stakeholders to ensure sensitive customer concerns receive appropriate attention and resolution.

Process Improvement and Operational Excellence

• Identify recurring customer issues and systemic problems contributing to escalations.
• Develop preventive solutions that reduce escalation volumes and improve customer experience.
• Lead continuous improvement initiatives using Kaizen principles and other relevant process improvement methods.
• Identify and eliminate operational barriers affecting resolution accuracy, service quality, and response speed.
• Create and update Standard Operating Procedures (SOPs) for customer escalation management.
• Review existing escalation processes and recommend improvements to strengthen operational efficiency.
• Analyze customer information and escalation data to identify trends and improvement opportunities.
• Use data-driven insights to influence project priorities and operational decisions.
• Develop and monitor key performance indicators (KPIs) measuring escalation resolution effectiveness.
• Collaborate with partner teams to address identified process weaknesses and establish improved procedures.
• Educate relevant stakeholders about recurring issues and opportunities for operational improvement.

Stakeholder Management and Cross-Functional Collaboration

• Build and maintain effective working relationships with internal business teams and external stakeholders.
• Coordinate cross-functional responses to executive, government, and regulatory escalations.
• Work closely with Legal, operational teams, and other business functions to resolve complex customer matters.
• Communicate investigation findings, escalation status, and recommended actions to relevant stakeholders.
• Influence partner teams to implement solutions that improve customer experience and operational effectiveness.
• Maintain professionalism and executive presence during internal discussions and external engagements.
• Support effective collaboration between Customer Service and other departments involved in escalation resolution.

Executive Communication and Customer Advocacy

• Prepare clear, accurate, and concise written and verbal communications for customers and stakeholders.
• Develop appropriate communication narratives for sensitive customer situations.
• Adapt communication style to suit executive, legal, regulatory, operational, and customer audiences.
• Represent customer concerns professionally while balancing business requirements and applicable procedures.
• Communicate complex findings and recommended solutions in an understandable manner.
• Maintain sound judgment and discretion when handling sensitive or high-visibility matters.
• Advocate for customer needs and contribute to improvements that strengthen customer trust.

Escalation Analysis and Performance Monitoring

• Monitor escalation patterns to identify recurring customer experience challenges.
• Conduct root cause investigations to determine the factors contributing to complex complaints.
• Evaluate the effectiveness of escalation handling procedures and resolution mechanisms.
• Track relevant performance indicators and identify opportunities to improve resolution outcomes.
• Use customer data to support recommendations for operational and policy improvements.
• Share findings with partner teams to encourage preventive action and sustained improvements.

Team Leadership and Support

• Provide guidance to Executive Customer Relations associates when required.
• Support coordination of escalation management activities across relevant teams.
• May lead a team of ECR associates, depending on operational requirements.
• Promote consistent escalation handling practices and effective communication.
• Encourage collaboration and accountability in resolving sensitive customer matters.

Basic Qualifications

• Minimum 2 years of customer support experience or relevant experience taking ownership of escalated customer issues and driving their resolution.
• Experience communicating effectively in English, both verbally and in writing.
• Fluency in spoken, written, and reading Arabic.
• Experience identifying, investigating, and resolving complex issues.
• Ability to manage sensitive customer escalations with executive presence and sound judgment.
• Confidence in making decisions and navigating situations where resolution procedures may not be clearly defined.

Preferred Qualifications

• Experience working directly with government officials and regulatory authorities.
• Demonstrated leadership or people management experience in Customer Service or other customer-facing roles.
• Experience managing regulatory compliance matters involving government agencies.
• Strong problem‑solving and root cause analysis experience.
• Familiarity with process improvement methodologies such as Kaizen, Lean Manufacturing, or Six Sigma.

Required Skills and Competencies

• Executive-level customer escalation management.
• Complex customer complaint investigation and resolution.
• Customer advocacy and relationship management.
• Government and regulatory stakeholder coordination.
• Cross‑functional communication and collaboration.
• Professional written and verbal communication in English.
• Fluent Arabic communication skills.
• Root cause analysis and structured problem‑solving.
• Data analysis and operational performance evaluation.
• Standard Operating Procedure development and improvement.
• Customer service process optimization.
• Escalation workflow management.
• Key performance indicator development and monitoring.
• Knowledge of continuous improvement principles.
• Sound judgment in sensitive and ambiguous situations.
• Executive presence and professional stakeholder engagement.
• Ability to influence teams and coordinate complex responses.
• Discretion when handling confidential or sensitive customer matters.

Ideal Candidate Profile

The ideal candidate is a customer-focused professional who can confidently manage complex escalations involving senior executives, government authorities, and regulatory stakeholders. They should demonstrate strong analytical thinking, effective communication, and the ability to investigate customer concerns beyond immediate symptoms to identify underlying business challenges. Success in this position requires a proactive approach to problem‑solving, professional judgment, and the ability to influence cross‑functional teams to implement sustainable improvements. Candidates with experience in regulatory stakeholder engagement, customer service leadership, and structured process improvement will be particularly well suited to the role.

Workplace Accessibility and Accommodations Amazon provides information about workplace accommodations and adjustments for candidates with disabilities during the application and hiring process, including interviews and onboarding. Candidates who require assistance can review the accommodation information at: https://amazon.jobs/content/en/how-we-hire/accommodations Applicants whose country or region is not listed may contact their Recruiting Partner for further guidance.

About the Company

Afaq Q Tech General Trading is the company identified in the source vacancy for this Amazon Executive Customer Relations position. Amazon 's Executive Customer Relations function handles complex customer escalations and works with internal and external stakeholders to resolve sensitive issues, improve customer service processes, and strengthen customer trust. The role contributes to Amazon 's customer-focused operations by addressing high-priority concerns, identifying systemic challenges, and supporting continuous improvements in customer experience.

Job Reference Job ID: A10528242