Executive Customer Relations Specialist - UAE National CS Operations

Full-time Marketing & Media

The mission of the Executive Customer Relations Team is to resolve the most highly escalated customer contacts received by Amazon, identify systems and procedures that directly or indirectly lead to these contacts, and drive positive action for change and resolution on behalf of Amazon customers, Customer Service, and the overall business. ECR serves as a bridge between CS and a variety of other groups within our company.

Key job responsibilities

• Respond to enquiries from corporate executives and government authorities in addition to resolving contacts (received through any channel);
• Provide advice to CS floor staff regarding escalated contacts;
• Communicate effectively and professionally with other departments in researching complaints and acting as a CS resource;
• Provide a detailed root cause analysis for customer advocacy to top level executives;
• Recognize system and quality concerns contributing to poor customer e...