Join us at Amazon, where our mission is to be the most customer-centric company on Earth. We are dedicated to providing the best possible experience for our customers, and to support this goal, the Executive Customer Relations (ECR) team within the Digital, Device, and Alexa Support (D2AS) business is seeking a skilled ECR Specialist. Specialist Amazon Careers Dubai
In this role, you will be responsible for supporting our expanding worldwide team and addressing challenges faced by both internal and external customers. The ECR team sets the standard for customer service across the globe, ensuring that issues are resolved not just for individual customers, but for all.
As a D2AS ECR Specialist, you will be at the forefront of resolving complex customer problems that have been escalated to Amazon leaders or local government authorities. You will play a crucial role in preventing similar issues from recurring and restoring customers’ trust in our devices. To succeed in this position, you must possess the ability to research intricate use cases involving multiple customer interactions, identify the root cause(s) of the problem, and pinpoint systemic opportunities for ongoing process improvement.
Key Responsibilities: Specialist Amazon Careers Dubai
– Resolve customer inquiries escalated to Amazon leaders and government bodies within the defined service levels.
– Conduct thorough technical investigations to identify the underlying cause(s) of issues and restore customers’ confidence in our devices.
– Handle Product Safety cases escalated to Amazon leaders or government bodies, specifically related to Amazon-branded devices.
– Deeply analyze customer problems by reviewing the complete history of customer interactions to determine root cause(s).
– Directly engage with customers to gather information for troubleshooting and root cause analysis, ensuring a continuous follow-up until the issues are successfully resolved.
– Communicate effectively with both internal and external customers, adapting your communication style to the specific audience.
– Serve as a role model by demonstrating good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to delivering excellent customer service.
– Successfully complete assigned special projects as required.
PLEASE NOTE: This role may require working on weekends and evening hours.
Basic Qualifications: Specialist Amazon Careers Dubai
– Fluent in spoken, written, and reading proficiency in English and Arabic.
– Minimum of six months of experience in Customer Service.
– Ability to communicate technical concepts to a non-technical audience.
– Adaptable to changing priorities and capable of generating innovative solutions in a fast-paced environment.
– Proficient in MS Office and CSC tool set.
– Flexibility in work hours based on scheduling needs and customer demands.
– Passion for delivering exceptional customer experiences.
– Must be in good standing.
Preferred Qualifications:
– Six months of experience in complex Tech Support operations supporting 1P/2P/3P devices.
– Experience in utilizing Heartbeat and Tableau.
– Knowledge of process improvement methodologies such as Lean and Kaizen.
– Proficiency in additional languages.
– Minimum of six months of experience handling escalated contacts with legal, regulatory, governmental, and/or PR implications.
