Sr. Customer Service Specialist, Amazon Devices, Digital Services, and Alexa Support (D2AS)
Job Description
We are Amazon’s Tech Support Executive Customer Relations group and work on behalf of Senior Leaders to resolve complex customer problems and prevent similar issues from happening again, owning Digital, Device & Alexa executive customer escalations globally.
The Senior Escalations Specialist is a key point of contact for relevant business and development teams, and will support them on resolution of executive escalations they own, but require CS support.
Language skills are especially important, as this person will create succinct write-ups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involves multiple customer contacts and determining the root cause(s) for the issue.
Department:カスタマーサービス (CS)
Job:オペレーション
Location: フルリモート在宅勤務(日本国内)
Key job responsibilities
The core functions of the Senior Escalations Specialist include:
- Resolve Customer Trust Escalations related to Amazon Brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer’s trust in devices
- Support the managers on the day to day VP Inquiries owning the investigation of an escalation from start to end, including preparing the final responses to senior leaders, following the narrative style format
- Dive deep into customer problems, building the entire history of customer contacts, to determine root cause
- Contact the customer directly to gather data for root cause analysis, troubleshooting, and close the case for the customer
- Conduct data queries and general data analytics related to escalations the team is handling
- Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations
- Effectively communicate with both internal and external customers by adjusting your communication style to your audience
- Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in KC is up to date
- Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a commitment to excellent customer service
- Successfully completes approved special projects as assigned
*There will be other related tasks.
*5 working days/2 days off per week.
*Shift example: 9:00-18:00 from Monday to Friday
*English resume is required at the time of application.
About the team
Our mission is to restore trust and engagement for customers who have escalated issues with their Amazon devices and digital services to Amazon CEOs, Amazon VPs, and other members of leadership.
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 and increasing customer trust, delighting them with personal, and peculiar experiences.
We celebrate and examine customer anecdotes, providing meaningful insights to our stakeholders to focus on the right solutions, features and designs.
Basic Qualifications
- Fluency in Japanese (spoken and written)
- Professional experience in English (spoken and written)
- Experience interpreting and communicating analytics
- Experience communicating technical concepts to a non-technical audience
- Illustrate communicating and/or presenting to Sr. Leaders or other stakeholders
- A minimum of six months of experience handling customer escalated contacts of Executive Customer Relations, Social Media, or Search & Rescue. (such as D2AS Advanced Technician, DART/Resolution Specialist)
Preferred Qualifications
- Bachelor's degree or 2 years Amazon Experience
- Six months of experience in any D2 skills
- Experience utilizing Heartbeat and Tableau
- Proficiency in other languages (ex. Italian, German, French, Spanish) We are a global team and any second language will be used to support the global team somewhere
- Proficient project management skills (communication, planning, documentation) and the proven ability to identify opportunities, and drive them to completion (kaizen, six sigma, project management methods).
- Knowledge of project management tools like SIM.
- HTML skills for creation of departmental and interdepartmental documentation and communication.
- Experience with MS Office and CSC customer service tool set
- Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
- Demonstrates flexibility in work hours based on scheduling needs and customer demands
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Information for individuals with disabilities who would like to request an accommodation;
(EN) https://www.amazon.jobs/en/disability/jp
Amazonは男女雇用機会均等法を順守しています。人種、 出身国、性別、性的指向、障がい、年齢、その他の属性によって差別することなく、平等に採用選考の機会を提供しています。障がいをお持ちの方は、以下をご覧ください。
(日本語) https://www.amazon.jobs/jp/disability/jp