EU Trust and Safety Specialist

hace 3 días

Barcelona, Barcelona, España Amazon A tiempo completo

About the Role

We are seeking an experienced EU Trust and Safety Specialist to join our team at Amazon. As an Escalations Specialist, you will be responsible for resolving complex customer issues and providing exceptional service to our business customers.

Key Responsibilities

  • Resolve escalations raised by Amazon Business Customer Advisors on behalf of our customers.
  • Effectively communicate with high-profile customers, both internal and external, with a high level of executive presence.
  • Utilize conflict resolution and decision-making skills to resolve customer issues, demonstrating highly effective listening skills and patience.
  • Maintain knowledge of customer service resources, such as customer service centers and operational procedures.
  • Collaborate with team members to strive for continuous improvement and work independently on projects or tasks to identify and resolve issues.

A Day in the Life

As an Escalations Specialist, you will own, to resolution, issues faced by our Amazon Business Sales organization. You will also resolve contacts generated by our customers to senior management, gaining a broader perspective on Amazon Business (AB) by working on escalated issues highlighted by our customers and AB Sales.

Requirements

  • Advanced proficiency in English, German, and French language in both written and verbal communication (C1 Common European Framework of Reference, CEFR).
  • Completed Bachelor's degree or equivalent experience.
  • Previous customer service experience.

Preferred Qualifications

  • Proficient in a fourth language (Spanish, Italian, or Dutch).
  • Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment.
  • Previous experience working in escalations.
  • Experience managing stakeholders in a small to medium organization.

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