EU Trust and Safety Specialist

hace 3 días

Barcelona, Barcelona, España Amazon A tiempo completo
Job Title: EU Trust and Safety Specialist

This role is part of Amazon's mission to become the world's most customer-centric company. As an Escalations Specialist, you will exemplify our Customer Service Mission Statement by using operational expertise to assist the UK network with technical skills, process improvement initiatives, and customer escalations. Amazon Business (AB) Escalations operates as a global team and Specialists will work alongside peers around the world.



This position can be based in any of the following corporate offices:



  • MAD15 Madrid
  • LHR35 London
  • LIN11 Milan
  • MUC11 Munich
  • CDG10 Paris


Key Responsibilities

  • Resolve escalations raised by AB (Amazon Business) Customer Advisors on behalf of our customers.
  • Resolve business customer issues escalated to the Amazon Senior Leadership.
  • Effectively communicate with high profile customers (both internal and external) with a high level of executive presence.
  • Utilise conflict resolution and decision-making skills as applicable to customer, demonstrate highly effective listening skills and patience.
  • Be aware of and adhere to applicable company policies when dealing with customer interactions.
  • Maintain knowledge of CS resources, such as CSC and operational procedures.
  • Collaborate with team members to strive for continuous improvement.
  • Work independently on projects or tasks to identify and resolve issues.


A Day in the Life

Our Escalation Specialists own, to resolution, issues faced by our Amazon Business Sales organization. Escalation Specialists also resolve contacts generated by our customers to senior management.



BASIC QUALIFICATIONS

  • 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 organisation.


Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.



Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use, and transfer the personal data of our candidates.



Amazon is committed to a diverse and inclusive workplace

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