Transportation Representative, Executive Customer Relations

Amazon; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading multinational company is looking for a Customer Relations Executive to manage escalated issues and improve customer experience. The ideal candidate has a strong customer focus, excellent communication skills, and prior customer service experience. This role requires flexibility in working hours and the ability to conduct root cause analysis to enhance service quality.

Qualifications

• Relentless obsession for the customer.
• Excellent English communication skills.
• Prior experience in Customer Service.
• Flexible work hours.
• Ability to work independently.

Responsibilities

• Respond to inquiries and resolve escalated contacts.
• Communicate effectively with various departments.
• Conduct detailed root cause analysis.
• Identify systemic quality concerns.

Skills

Customer focus

Excellent English communication

Flexibility

Decision-making skills

Self-motivation

Tools

MS-Office Suite

Job description

Description

Overview

Executive Customer Relations (ECR) team manages IN trans related escalations for rescue, root causing and medium/long term systemic changes. The team manages multiple programs such as INOPS VPI, ECR email escalations and customer rescue programs.

The team liaises with stakeholders across the IN Network to develop proactive rescue mechanisms, solutions and systemic fixes around the opportunities identified through root cause analysis to improve customer experience.

Key job responsibilities

• Respond to inquiries from leaders, in addition to resolving contacts (received through escalation channels).
• Communicate effectively and professionally with CS and non-CS departments.
• Work on a detailed root cause analysis.
• Recognize systemic and quality concerns contributing to poor customer experiences and communicate to appropriate stakeholders.

A day in the life

You will address customer issues by rescuing the customer but also by identifying and measuring root cause of the customer\'s experience failure and presenting your findings and recommendations to right stakeholders who can fix process or technology that caused customer defect.

Basic Qualifications

• A relentless obsession for the customer.
• Excellent English communication skills both verbal and written.
• Prior experience in Customer Service
• Demonstrates flexibility in work hours based on operational requirement.
• Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change.
• Displays good judgment and discretion.
• Excellent decision-making skills to effectively manage the needs of the customer and business. Goal driven, target oriented, able to step back and look at the bigger picture, the person will also be able to manage during ambiguity and possess a preparedness to get involved.

Preferred Qualifications

• Prior experience in Customer Service
• Perfection in responses to internal leaders is required.
• MS-Office Suite (Word, PowerPoint, Excel, SharePoint).

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