ICQA Escalation Specialist

Afaq - Warehouse Branch (Amazon); Makkah Region; On-site; SAR 8,000 - 13,000; Full time

Job summary

A major e-commerce firm located in the Makkah Region is seeking an Escalation Specialist to link customer service with operations. The role involves problem-solving operational issues, supporting customer services, and performing data analysis. Ideal candidates should have at least 1 year of experience with Microsoft Office, flexible scheduling capabilities, and a commitment to meeting performance targets. This is an exciting opportunity to contribute to customer satisfaction in a dynamic environment.

Qualifications

• 1+ years of experience with Microsoft Office products.
• 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 a link between Customer Service and Operations team.
• Support Customer Service requests and conduct analyses.
• Research free replacements and provide performance analysis.

Skills

Microsoft Office products

Data analysis

Customer service

Problem solving

Flexibility

Education

High school or equivalent

Tools

Microsoft Excel

VBA

SQL

Job 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 analyzes 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 themselves 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 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 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 of having 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.