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French Executive Customer Services Specialist
Date de publication
2 weeks ago(02-01-2019 14:11)
Reference du poste
Amazon CS Ireland Limited
Company/Location (search) : Country (Full Name)
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.
Responsibilities: · Respond to enquiries from corporate executives including the Country Manager, in addition to resolving contacts from customers directly. · Provide critical support to the Amazon Legal Department on issues relating to Court Claims and contacts from Government authorities · Initiation of proactive phone contacts for highly escalated issues where necessary, providing a summary in a follow up email; · 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 / take actions as appropriate. · Improvement Driver across CS and Business Owners; · Submit coaching requests, news articles and blurbs to ensure that CS is consistently kept up to date with amazon policies and emerging issues; · Lead and contribute to projects to improve customer experience. · Creatively and proactively assist customers through multiple contact channels. · Identify and analyse issues, patterns and trends in customer requests. · Identify sensitive issues and collaborate with the appropriate stakeholders (i.e. Community Manager, Customer Service Integration, AMZL, Digital, Public Relations, Retail, Legal and Transportation), to create a response. · Escalate systematic Issues and follow up accordingly · Handle e-mails in a timely manner. · Recognize team contact workload and adjusts priorities accordingly.
· Extensive Customer Service experience (familiarity with CS Tools and Policies); · Bachelors Degree or at least 2 years Amazon experience · Exceptionally strong customer handling and conflict resolution skills; · Detail-oriented, analytical, proactive approach to problem-solving and identification; · Able to work independently, quick learner, self-motivated and flexible in approaching responsibilities and change; · Represent the face of Customer Service in a professional and courteous manner and be supportive of all internal customers and colleagues; · Display good judgment and discretion; · Excellent organizational and time management skills; · Excellent written and verbal communication skills – perfection in responses to customers is required; focus on quality in customer care; · Capacity to initiate and drive projects involving multiple stakeholders · Ability to present and communicate to a senior audience. · The candidate must be fluent in French and English (spoken and written).
Advanced analytical skills (advanced Excel Skills) : we are looking for a candidate able to analyse complex set of data to make actionable recommendations or size the impacts of customer facing issues.