ICQA Escalation Specialist

Afaq - Warehouse Branch; Jeddah; On-site; SAR 30,000 - 45,000; Full time

Job summary

A key international retail company seeks an Escalation Specialist in Jeddah, Saudi Arabia. The role involves linking Customer Service to operations, solving customer issues, and analyzing operational problems. Candidates should have a high school diploma, experience with Microsoft Office applications, and the ability to handle multiple tasks in a fast-paced environment. This full-time position may require flexible scheduling, including nights and weekends.

Qualifications

• 1+ years of experience with Microsoft Office products and applications.
• Flexible schedule/shift including weekends and holidays.
• Ability to lift up to 49 pounds and stand/walk during 12-hour shifts.

Responsibilities

• Act as the link between Customer Service and the ICQA.
• Contribute to solving operation issues and prevent future occurrences.
• Support Customer Service requests related to shipping and catalog errors.

Skills

Microsoft Office products

Microsoft Excel

VBA

SQL

Data management systems

Problem-solving skills

Ability to handle multiple tasks

Education

High school or equivalent

Job description

Overview

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Operations is at the heart of Amazon customer experience. Each action we undertake is done on behalf of our customers, as meeting their expectations makes us feel good. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds and implement innovation. This is your chance to make history.

Role

Tier III - Escalation Specialist role in ICQA. The ICQA team is seeking an excellent individual who is interested in becoming an Escalation Specialist. The Escalation Specialist reports into the local ICQA organization and is a key link between FC’s and the Customer Service. He/She analyzes and solves operation issues that may have impact on Customer and acts on Customer issues to solve them and prevent further defects. Escalation Specialists hold responsibilities specific to the different Fulfillment Center areas to connect them for quick problem resolution. He/She will have the drive to develop himself/herself and enhance existing skills and knowledge and meet targets and productivity expectations in line with company goals.

Responsibilities

• Act as the link between Customer Service and the ICQA and Operations team
• Contribute to solve operation issues to avoid impact on Customers and prevent future reoccurrence
• Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors and process issues
• Perform Concession researches, analysis and escalations
• Conduct special research and deep dives, identify trends and generate reports that drive actions
• Support other Escalation Specialists as required
• Assist in ensuring successful area performance by analysis and reporting on business performance
• Research free replacements daily and provide detailed analysis of the errors
• Apply Amazon policies and guidelines related to ES role and general processes
• Support and work in the department as required
• Fully understands workflow and daily production goals

Qualifications

• 1+ years of Microsoft Office products and applications experience
• High school or equivalent
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Can lift up to 49 pounds, stand/walk during shifts lasting up to 12 hours, and be able to frequently push, pull, squat, bend, and reach
• Work 40 hours/week, and overtime as required
• Expert in Microsoft Excel, VBA, SQL, and other databases
• Ability of having developed tools, data collection processes, and data management systems
• Ability to handle multiple, competing tasks in a deadline-driven environment

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