DESCRIPTIONAt Amazon, we believe that every day is still day one. We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by joining Amazon's Escalation Team (VCIM).Key Job ResponsibilitiesSupporting Stakeholders with both Legal and Executive escalations.Learn new skills/processes and provide cross skill/cross site/cross region support.Respond to Executive/Legal escalations requests in real time, providing education to them with the goal of achieving first contact resolution, as well as a remarkable, reproducible customer experience.Process Improvements: Identify Seller, Compliance, and Investigator/Associate success barriers, provide solutions, and drive change through business improvement initiatives. Possess deep dive skills to identify the root cause on audits or CXT/ACES related work.Eligibility CriteriaMinimum 12 months L4 IC R&C experience / 24-month L3 RCO ExperienceShould not have been on any active dev plan/CAG for the last 1 yearShould have met/exceeded all the goals in the last 4 quarters as L4 ICRelevant function knowledge is a mustA Day in the LifeThe individual will be accountable for responding and solving executive, legal, PR, and regulatory escalations within a defined SLA as per target. The individual should demonstrate excellent functional skills and the ability to work independently while using departmental resources, policies, and procedures. Maintains a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.About the TeamThe R&C escalations team is part of the wider Customer Trust and Partner Support (CTPS) vertical. The primary function of this escalations team is to own the end-to-end resolution of escalations pertaining to the registration and verification process that have been escalated to, or by, senior leadership (L8 Amazonians and above). We provide detailed write-ups where required within an SLA of 10 business days. We strive to salvage the customer experience by working quickly to rectify mistakes that have been made in the past and seek to find effective, scalable solutions to prevent similar issues from arising among the general seller population.BASIC QUALIFICATIONSSIV process knowledgeDemonstrates effective, clear, and professional written and oral communication.Ability to complete RCAs on complex accounts.Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.#J-18808-Ljbffr
