Executive Customer Relations Specialist

• Bachelor’s Degree or equivalent experience
• A relentless obsession for the customer, detail-oriented, analytical, proactive approach to problem-solving and identification.
• Proficiency with Microsoft Office and Sharepoint.
• Superior organizational and time management skills.
• Extensive (Amazon) CS experience and A-to-Z business understanding displayed in daily work.
• Demonstrated flexibility in work hours based on scheduling needs and customer demands.
• Exceptionally strong customer handling and conflict resolution skills; focus on quality in customer care.
• Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change.
• Professional demeanor and supportive of all internal customers and colleagues in alignment with Amazons towards culture and leadership principles, displaying good judgment and discretion.
• Project leadership experience (demonstrated success in managing medium to large scale improvement project from inception to resolution and validation).
• Project management skills (communication, planning, documentation); Proven ability to identify opportunities, and drive them through to completion (kaizen, six sigma, project management methods).
• An obsession for improving the customer experience
• Ability to organize, manage, and communicate across position levels and functions
• Excellent decision making skills to effectively manage the needs of the customer and business
• Proven capability of responding readily and flexibly to changes
• 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
• Track record of problem solving and very strong analytical skill capability
• Strong open communication with a track record of positively challenging others while building strong relationships
• Superior communication skills (written and verbal) in Turkish and English
• Ability to influence a senior audience and drive positive customer changes

At Amazon, we’re working hard to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative and driven leaders. The Turkish Executive Customer Relations team (TR ECR) is looking for individuals to join our team who are Customer Obsessed and passionate about improving the customer experience.

Amazon contact centres work towards a single goal: to deliver the best possible support experience to our customers. To do that, our customer service (CS) operations teams are empowered and expected to think like owners. We solve problems the first time so that customers have an effortless experience every time. We support customers via phone, email, live online chat, and social media. There’s much more to customer service than delivering a great customer experience in “the now.” Our team is focused on continuously improving; raising the bar in the support experience of the future. We’re also here to build a great place to work for our associates, and to work hard, have fun and make history as we do it.

The mission of the ECR Team is to handle the most escalated and egregious customer experience issues and drive process improvement projects to eliminate root cause defects. ECR is a role model for customer service (CS), resolves the most complex customer issues and creates lasting solutions for the defects in our systems and processes. The team partners with the broader business to drive improvement, taking proactive measures to ensure the best customer experience.

As an TR ECR Specialist (m/f) you will analyse contact drivers and proactively intercept, preventing escalations from happening in the first place. You will have the opportunity to influence teams outside of CS and advocate for customers by surfacing the pain points they face using Amazon services and receiving support for issues they encounter. This is an opportunity for you to gain a broader perspective on the Amazon business by working frequently with various CS, non-CS and senior leadership teams across the different OUs, especially on EU level. On a regular basis, you’ll collaborate with our Legal, Public Relations, Content, and Business Teams for input on solving customer issues both in direct customer interactions and customer-facing messaging creation. You will champion process improvement through Lean Six Sigma methodologies from start to finish. ECR serves as a bridge between CS and a variety of other groups within our company, with responsibilities that include:

• Respond to enquiries from corporate executives including the TR Managing Director, Country Manager, in addition to resolving contacts from customers directly, while also providing advice to CS floor staff, regarding escalated contacts.
• Oversee, maintain and improve how the ECR team supports “Letters to Jeff” and how we leverage insights from those escalations to enhance the customer experience.
• Provide critical support to the Amazon Legal Department on issues relating to Court Claims and contacts from Government authorities like consumer protection.
• Initiation of proactive phone contacts for highly escalated issues where necessary, providing a summary in a follow up email;
• Serve as an alternative point of escalation for CS Leaders, Concession Abuse Preventions (CAPs), business teams or software teams when standard workflows fail or when breakdowns impact multiple customers, especially in Brand Impacting situations.
• Communicate effectively and professionally with other departments in researching complaints and acting as CS resource;
• Provide a detailed root cause analysis for customer advocacy to top level executives;
• Recognize system and quality concerns contributing to poor customer experiences and communicate as appropriate, to CS management and appropriate department liaison or via the Issues Pipeline;
• Improvement Driver across CS and Business Owners; including (but not limited to) initiating or improving communication pathways with relevant departments outside of and groups within Customer Service;
• Submit contact coaching forms, news articles and blurbs to ensure that CS is consistently kept up to date with Amazon policies and emerging issues;
• Handle contacts to highest standards and in a timely manner, recognize team contact workload and adjusts priorities accordingly.
• Lead, Partake and contribute to Kaizens, Customer Journey Mappings (CJM), workshops and other improvement initiatives/events/projects;
• Escalate systematic Issues and follow up accordingly, owning the resolution.
• Identify and analyse issues, patterns and trends in customer requests and report out to the business teams, like Retail monthly business reviews (MBRs);
• Suggest research and compile Voice of the Customer proposals to improve customer experience.
• Report on projects, initiatives and processes under your care.
• You will address customer issues by helping the customer, but also by identifying and measuring the root cause of the customer’s experience failure and presenting your findings and recommendations to the right people throughout the company who can fix the process or technology that caused the customer pain.
• You are responsible for creating, maintaining, and improving the team’s processes/mechanisms that allow ECR to engage with business teams effectively and advocate for the customer. This includes intra-team and intra-department processes as well as processes that support cross-functional efforts where ECR is a lynchpin.
• Periodically send detailed reports to Senior Customer Service Leadership, create/document new processes and ensure both ECR and overall CS references are up-to-date.
• Similar relevant work experience
• Previous or current relevant CS leadership role experience and formal training in Relationship Skill/Business Management a plus.
• Knowledge of agile project management tools and Lean/Six Sigma methodologies
• HTML skills for creation of departmental and interdepartmental documentation and communication.
• Familiarity with a range of Payment, fulfillment center (FC), Amazon CS toolset, Supply Chain tools outside of the usual CS tool box and extensive knowledge of Amazon processes, systems, and back-end functionality is advantageous but not required

We can offer you the chance to work with and for great people in a company where you can really make a difference. We also offer competitive compensation packages. If you would like to work for a fast growing global organization, giving you unlimited future career and development opportunities – then apply for Amazon.

Sound interesting? We wait for your application.

• For more information on Amazon Operations visit our microsite: http://www.amazon-operations.de

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.

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