D2AS Sr. ECR Specialist
Amazon.com
Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, the Executive Customer Relations (ECR) team within the Digital, Device, and Alexa Support (D2AS) business is looking for a Senior ECR Specialist to support a growing worldwide team and tackle problems for both internal and external customers. ECR is a role model within worldwide Customer Service, ensuring that problems are resolved not just for an individual, but for all customers.
As a D2AS ECR Senior Specialist, you will resolve complex customer problems escalated to Amazon leaders, and prevent similar issues from happening again. Communication skills are especially important, as this person will work with multiple stakeholders and create succinct write-ups for senior leaders. A successful candidate must have the ability to research complex use cases that involve multiple customer contacts, determine the root cause(s) for the issue, and identify systemic opportunities to improve processes continuously.
Key job responsibilities
• Resolve Customer Trust Escalations related to the Amazon brand, data regulation, or privacy concerns by driving technical investigations to identify root cause(s) and restore customers’ trust in Amazon devices/digital products.
• Support senior leaders on escalations, owning the investigation of an escalation from start to end.
• Dive deep into customer problems; build the entire history of customer contacts, to determine root cause.
• Contact customers directly to gather information for troubleshooting and root cause analysis. Follow-up with customers until the issues are successfully resolved.
• Conduct general data analysis related to escalations or projects that the team is handling.
• Execute process improvement initiatives, including the scoping and implementation of projects stemming from escalations.
• Effectively communicate with both internal and external customers by adjusting the communication style to your audience.
• Create and document new processes to efficiently handle escalations and ensure that the D2AS ECR domain in KC is up to date.
• Serve as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies and commitment to excellent customer service.
About the team
D2AS ECR's mission is to restore trust and engagement for customers who have escalated issues with their Amazon devices and digital services to Amazon's leaders. These are highly complex issues that have created or could create PR risk, damage trust in the Amazon brand, and/or have elements of product safety or customer data privacy concerns. Our specialists are highly-trained and knowledgeable, serving as experts of restoring customer trust, delighting them with personal and peculiar experiences. We examine and celebrate customer anecdotes, providing meaningful insights to our stakeholders to focus on the right solutions, features, and designs.
As a D2AS ECR Senior Specialist, you will resolve complex customer problems escalated to Amazon leaders, and prevent similar issues from happening again. Communication skills are especially important, as this person will work with multiple stakeholders and create succinct write-ups for senior leaders. A successful candidate must have the ability to research complex use cases that involve multiple customer contacts, determine the root cause(s) for the issue, and identify systemic opportunities to improve processes continuously.
Key job responsibilities
• Resolve Customer Trust Escalations related to the Amazon brand, data regulation, or privacy concerns by driving technical investigations to identify root cause(s) and restore customers’ trust in Amazon devices/digital products.
• Support senior leaders on escalations, owning the investigation of an escalation from start to end.
• Dive deep into customer problems; build the entire history of customer contacts, to determine root cause.
• Contact customers directly to gather information for troubleshooting and root cause analysis. Follow-up with customers until the issues are successfully resolved.
• Conduct general data analysis related to escalations or projects that the team is handling.
• Execute process improvement initiatives, including the scoping and implementation of projects stemming from escalations.
• Effectively communicate with both internal and external customers by adjusting the communication style to your audience.
• Create and document new processes to efficiently handle escalations and ensure that the D2AS ECR domain in KC is up to date.
• Serve as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies and commitment to excellent customer service.
About the team
D2AS ECR's mission is to restore trust and engagement for customers who have escalated issues with their Amazon devices and digital services to Amazon's leaders. These are highly complex issues that have created or could create PR risk, damage trust in the Amazon brand, and/or have elements of product safety or customer data privacy concerns. Our specialists are highly-trained and knowledgeable, serving as experts of restoring customer trust, delighting them with personal and peculiar experiences. We examine and celebrate customer anecdotes, providing meaningful insights to our stakeholders to focus on the right solutions, features, and designs.
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