Escalations Specialist, RCO Escalation
DESCRIPTION
At 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)
In this role you will be part of the R&C Shared Services VCIM team, responsible for resolving Executive and Legal escalations, supporting new launches, gathering information for process improvements across multiple functions for all our worldwide regions and employees.
Key job responsibilities
• Supporting Stakeholders with both Legal and Executive escalations
• Learn new skills/processes and provide cross skill/cross site/cross region supports
• 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: Identifies Seller, Compliance and Investigator/Associate success barriers, provides solutions, and drives change through business improvement initiatives. Should also possess great deep dive skills to identify the root cause on audits or CXT/ACES related work.
Key job responsibilities
Key job responsibilities:-
• Supporting Stakeholders with both Legal and Executive escalations
• Learn new skills/processes and provide cross skill/cross site/cross region supports
• 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: Identifies Seller, Compliance and Investigator/Associate success barriers, provides solutions, and drives change through business improvement initiatives. Should also possess great deep dive skills to identify the root cause on audits or CXT/ACES related work
A day in the life
Individual will be accountable for responding and solving executive, legal, PR and regulatory escalations within a defined SLA as per target. Individual should demonstrate functional skills and the ability to work independently while using departmental resources, policies and procedures. Maintains a positive and professional demeanour, always portraying the company in a positive light and effectively managing sensitive issues.
About the team
About the team
R&C escalations team is part of the wider Customer Trust and Partner Support (CTPS) vertical. 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 QUALIFICATIONS
• Experience in conducting RCA and 5 whys and writing summary/detailed documents for senior leadership
• Experience in identifying/defining process improvement and gaps.
• 1+ year experience working with cross functional teams; operations, tech and product teams etc.
• Experience in multitasking and working on complex investigations with minimal supervision
• Knowledge of investigation tools/open-source investigations
PREFERRED QUALIFICATIONS
• An AML related certification
• Advance Excel
• Past experience of providing coaching/mentoring support