About this role
Description
A US ECR Specialist is responsible for handling and resolving highly escalated customer contacts. These escalations arrive through various channels including Amazon CEOs, VPs, Directors or through other Senior Leaders within the company. Contacts require working with appropriate teams to find a solution for the current escalation, as well as looking for long term improvements to prevent future occurrences.
Key job responsibilities
- Responding to customer inquiries on behalf of corporate executives including Amazon CEO, VPs, Directors, Legal, Public Relations and other Senior Leaders within the company.
- Identify and escalate root cause issues that impact the customer experience. Additionally, drive process improvement initiatives to implement lasting solutions for all customers.
- Communicating effectively with other departments in researching complaints and acting as a customer service resource.
- Recognizing system and quality concerns contributing to poor customer experiences and communicate these as appropriate to CS management and appropriate department liaisons.
- Recognize trends and emergent issues through customer feedback and take the appropriate steps to create long term solutions or escalate to the proper business owner.
Basic Qualifications
- Candidate must have completed 5-6 months of Acting US ECR Specialist experience. Experience must demonstrate successful handling of US executive customer escalations and must show proficiency in US ECR processes and procedures.
- Candidate must be in good standing status with no active disciplinary actions on record.
- Candidate must NOT be on any form of Development or Performance Improvement Plan.
- Must meet or exceed US ECR performance standards on: CCXOS and Quality Scores.
Preferred Qualifications
- Experience in handling projects is a plus but not required, with demonstrated ability to manage timelines, deliverables, and cross-functional initiatives.
- Must possess a keen eye for surfacing defects in processes, systems, or customer experiences. Strong attention to detail with ability to identify patterns and anomalies for process improvement.
- Excellent collaboration skills across teams and departments with proven ability to build and maintain strong working relationships.
- Proficient in executive-level written communication with ability to craft clear, concise, and appropriate messaging for both internal stakeholders and external customers.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.