ICQA Escalation Specialist

Amazon; Jeddah; Hybrid; SAR 150,000 - 200,000; Full time

Job summary

A leading global e-commerce company in Jeddah is seeking a Tier III - Escalation Specialist to connect customer service with operations, resolve issues, and ensure smooth fulfillment processes. The ideal candidate should have experience with Microsoft Office and a flexible working schedule. Competitive compensation and a dynamic work environment are offered.

Qualifications

• 1+ years of Microsoft Office products and applications experience.
• Ability to lift up to 49 pounds and stand/walk during shifts lasting up to 12 hours.
• Flexible schedule including weekends, nights, and/or holidays.

Responsibilities

• Act as the link between Customer Service and the ICQA.
• Contribute to solving operation issues to avoid customer impact.
• Support Customer Service requests related to stuck shipments and complaints.
• Conduct special research to identify trends and generate reports.

Skills

Microsoft Office products

Microsoft Excel

VBA

SQL

Data management systems

Education

High school or equivalent

Job description

Description

Description

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 analyses and solves operation issues that may impact customers 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 themself 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 solving operation issues to avoid impact on customers and prevent future recurrence
• Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors and process issues
• Perform concession research, 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 understand workflow and daily production goals

Basic 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

Preferred Qualifications

• Expert in Microsoft Excel, VBA, SQL, and other databases
• Ability to have developed tools, data collection processes, and data management systems
• Ability to handle multiple, competing tasks in a deadline-driven environment

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.