EU Trust & Safety Specialist - Escalations, EU Delivery Service Partner (DSP)
DESCRIPTION
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 position can be based in any of the following corporate offices: MAD15 Madrid, LHR35 London, LIN11 Milan, MUC11 Munich or CDG10 Paris.
Key job responsibilities
Resolve 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 life
Our 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 QUALIFICATIONS
- Advanced proficiency in English, German and French language in both written and verbal communication (C1 Common European Framework of Reference, CEFR)
- Completed Bachelor’s degree or equivalent experience
- Previous Customer service experience
PREFERRED QUALIFICATIONS
- Proficient in a fourth language (Spanish, Italian or Dutch)
- Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
- Previous experience working in escalations
-Experience managing stakeholders in a small to Medium organisation
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. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.