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Customer Service Expert
hace 1 mes
This role is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Please do not contact the recruiter directly.
Job Summary:
As an Escalations Specialist, you will be responsible for providing excellent service to Amazon Business customers by resolving technical issues, improving processes, and escalating customer concerns.
This is a global role, and you will work alongside peers around the world.
This position can be based in any of the following corporate offices: Madrid, London, Milan, Munich, or Paris.
Key Responsibilities:
- Resolve customer escalations raised by Amazon Business Customer Advisors.
- Resolve business customer issues escalated to Amazon Senior Leadership.
- Effectively communicate with high-profile customers and demonstrate executive presence.
- Utilize conflict resolution and decision-making skills to resolve customer issues.
- Be aware of and adhere to applicable company policies when dealing with customer interactions.
- Maintain knowledge of CS resources 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:
As an Escalations Specialist, you will own issues faced by Amazon Business Sales organization and resolve contacts generated by customers to senior management.
This is an opportunity to gain a broader perspective on Amazon Business by working on escalated issues highlighted by customers and AB Sales.
Requirements:
- Advanced proficiency in English, German, and French language in both written and verbal communication.
- 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 in a professional environment.
- Previous experience working in escalations.
- Experience managing stakeholders in a small to medium organization.
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.
