EU Trust & Safety Specialist - Escalations, EU Delivery Service Partner (DSP)
Job ID: 2749827 | Amazon Spain Services, S.L.U.
Providing excellent service every time is part of our mission to become the world's most customer-centric company. As an Escalations Specialist, you 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 role requires flexibility to work on shifts, during weekends and bank holidays.
Key Job ResponsibilitiesResolve 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 LifeOur 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. This is an opportunity for you to gain a broader perspective on Amazon Business (AB) by working on escalated issues highlighted by our customers and AB Sales.
Basic QualificationsAdvanced proficiency in English, German, and French language in both written and verbal communication (C1 Common European Framework of Reference, CEFR).Relevant experience working with Amazon Business Customer Service.Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment.Preferred QualificationsProficient in a third language (Spanish, Italian, or Dutch).Familiar with existing Customer Service or Amazon Business resources and tools.Formal training in Relationship Skill/Business Management.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.
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