Transportation Representative, Executive Customer Relations
Amazon
2 - 5 years
nan
Posted: 3/16/2025
Job Description
Executive Customer Relations (ECR) team manages IN trans related escalations for rescue, root causing and medium/long term systemic changes.
The team manages multiple programs such as INOPS VPI, ECR email escalations and customer rescue programs.
The team liaises with stakeholders across the IN Network to develop proactive rescue mechanisms, solutions and systemic fixes around the opportunities identified through root cause analysis to improve customer experience.
Key job responsibilities
Respond to inquiries from leaders, in addition to resolving contacts (received through escalation channels).
Communicate effectively and professionally with CS and non
- CS departments.
Work on a detailed root cause analysis.
Recognize systemic and quality concerns contributing to poor customer experiences and communicate to appropriate stakeholders.
A day in the life
You will address customer issues by rescuing the customer but also by identifying and measuring root cause of the customer's experience failure and presenting your findings and recommendations to right stakeholders who can fix process or technology that caused customer defect.
Basic Qualifications
• A relentless obsession for the customer.
• Excellent English communication skills both verbal and written.
• Prior experience in Customer Service
• Demonstrates flexibility in work hours based on operational requirement.
• Ability to work independently, self
- motivated, and demonstrate flexibility in approaching responsibilities and change.
• Displays good judgment and discretion.
• Excellent decision
- making skills to effectively manage the needs of the customer and business Goal driven, target orientated, able to step back and look at the bigger picture, the person will also be able to manage during ambiguity and possess a preparedness to get involved
Preferred Qualifications
• Prior experience in Customer Service
• Perfection in responses to internal leaders is required.
• MS
- Office Suite (Word, PowerPoint, Excel, SharePoint).
Our inclusive culture empowers Amazonians to deliver the best results for our customers.
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how
- we
- hire/accommodations for more information.
If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
About Company
Amazon is a multinational technology and e-commerce company founded by Jeff Bezos in 1994. Initially focused on selling books online, it quickly expanded into a broad range of products and services, including electronics, cloud computing (via Amazon Web Services), streaming, and artificial intelligence. Amazon has revolutionized online shopping with fast delivery, personalized recommendations, and a subscription service called Amazon Prime. It is one of the world's largest and most valuable companies, with a significant impact on retail, technology, and logistics.
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