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Risk Escalations Specialist

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

Job summary
At Amazon, innovation drives growth and enables us to offer our customers more product types conveniently and at even lower prices. Amazon Kindle is a revolutionary device and one of the most innovative businesses at Amazon. We envision wireless electronic reading experiences that embrace a physical book’s simplicity and utility but takes advantage of our store and the Kindle’s ubiquitous wireless connectivity. Our vision for Kindle is to offer every book, ever written, in any language, all available within 60 seconds. The Amazon Books team is seeking a Risk Escalations Specialist for our Books Content Risk Management Team.

This is an exciting opportunity to work on highly visible projects and be part of history in the making!

Key job responsibilities
The Risk Escalations Specialist will:

-Drive Root Cause Analysis (RCA) and expedient resolutions for critical issues.
-Leverage technology and innovation to bring continuous improvement to the operational processes.
-Work effectively in a cross-functional environment with Sr. Leaders, legal, technical, and product management teams.
-Resolve internal/external customer escalations that originate from Sr. Leaders, Legal, and/or PR within established quality and service level goals.
-Serve as the voice of the customer and the business to resolve high-level escalations and prevent future ones
-Objectively handle highly sensitive situations with integrity and discretion
-Evaluate copyright and appropriateness for content in the Amazon catalog.
-View and evaluate content that may be considered religiously sensitive, politically extreme or otherwise offensive.
-Effectively prioritize work time to ensure productivity and fulfill team standards for time spent in order to consistently achieve service levels.
-Manage Small-Medium Size projects designed to improve CRM and CS processes and overall effectiveness.
-Adapt to fast and frequent change, high pressure situations and remain open to regular feedback.

BASIC QUALIFICATIONS

  • 1+ years of customer facing support experience.
  • 1+ years experience of handling escalations.
  • Ability to drive root cause analysis and identify .corrective actions in cooperation with stakeholders
  • Experience driving and documenting new processes and simplify existing processes.
  • Proficiency in Outlook and MS office applications.
  • Experience with KDP UI and tools.
  • Ability to work nights, weekends, and overtime as needed.
  • Strong oral and written communication skills.

PREFERRED QUALIFICATIONS

  • 2+ years experience in CRM and/or Books CS.
  • Experience as an L4 within Amazon.
  • Professional experience in process improvement, troubleshooting and problem solving skills.
  • Exceptional level of organization and attention to detail.
  • Experience using SQL.
  • Comfortable handling a high volume of work on a daily basis.
  • Strong technical and analytical aptitude, including some knowledge of statistics.
  • Proficiency with Lean and Six Sigma tools.
  • Experience investigating and drafting responses to senior leaders.
  • Ability to multi-task and make tough decisions in a fast-paced environment.
  • Fluency in a European language, Hindi, Arabic, or Japanese (written and verbal) a plus.
  • Strong project management skills.
  • Must be able to think creatively and possess strong analytical and problem solving skills.
  • Ability to work with technical and non-technical business owners to accomplish goals.

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Risk Escalations Specialist

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Amazon

Our mission: To be Earth's most customer-centric company.

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