ECR Specialist, UK Executive Customer Relations
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AI Summary
The ECR Specialist resolves highly escalated customer issues and acts as a bridge between Customer Service and other internal Amazon groups. They are responsible for identifying systemic issues and driving positive change while maintaining high-quality service standards.
Providing excellent service every time is part of our mission to become the world’s most customer-centric company. The mission of the Executive Customer Relations (ECR) Team is to resolve the most highly escalated customer contacts received by Amazon, identify systems and procedures that directly or indirectly lead to these contacts, and drive positive action for change and resolution on behalf of Amazon customers, Customer Service and the overall business. ECR serves as a bridge between Customer Service (CS) and a variety of other groups within Amazon.
Key job responsibilities
- Resolve 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 ECR Specialists function as experts, taking escalations and concession contacts whilst maintaining email escalation queues and striving for both efficient and quality metrics. ECR Specialists also assist and drive continuous improvements while assisting in identifying and escalating systemic issues. Basic Qualifications: - Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
- Knowledge of advanced English at CEFR level B2/C1
- Experience with Amazon Business or other Amazon Customer Service Preferred Qualifications: - Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.
- Familiar with existing Customer Service or Amazon Business resources and tools
- Formal training in Relationship Skill/Business Management ·
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.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
Key job responsibilities
- Resolve 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 ECR Specialists function as experts, taking escalations and concession contacts whilst maintaining email escalation queues and striving for both efficient and quality metrics. ECR Specialists also assist and drive continuous improvements while assisting in identifying and escalating systemic issues. Basic Qualifications: - Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
- Knowledge of advanced English at CEFR level B2/C1
- Experience with Amazon Business or other Amazon Customer Service Preferred Qualifications: - Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.
- Familiar with existing Customer Service or Amazon Business resources and tools
- Formal training in Relationship Skill/Business Management ·
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.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
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