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Description

You will be part of a Worldwide Digital and Device Program team that will work with various teams, within and outside D2AS, owning highly escalated customer issues and driving process improvement efforts with the objective to eliminate future escalations. The Senior Escalations Specialist will also be a key point of contact for relevant business and development teams, and will support them on resolution of executive escalations that they own, but require CS support.

Language skills are especially important, as you will be expected to support on succinct write-ups in a executive style format for senior leaders in German and English. The successful candidate must also have the ability to research complex use-cases that involve multiple customer contacts and determining the root cause(s) for the issue.

The Senior Escalations Specialist will also support the Escalations Managers taking care of data analytics related to escalations, ideally preventing escalations from happening in the first place. This is an opportunity for you to gain a broader perspective on the Amazon D2AS business by working frequently with various Alexa Support, non-Alexa Support and senior leadership teams across the different organizations. 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.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - ZAF

Basic Qualifications

• Fluent German and English, spoken and written is required.

• Experience in handling any type of customer escalated contacts.

• Proficiency with Microsoft Office, Quip/ Word Doc and CSC customer service tool set.

• The ability to interact with senior and corporate leadership.

• Detail-oriented, analytical, proactive approach to problem-solving and identification.

• Ability to translate technical jargon into everyday language.

• Exceptionally strong customer handling and conflict resolution skills; focus on quality in Customer Service.

• Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment.

• Demonstrated “big picture” thinking and sound judgment.

• Able to work independently, self-motivated, and flexible in approaching responsibilities and change.

• Demonstrates flexibility in work hours based on scheduling needs and customer demands.

• Superior organizational and time management skills.

Preferred Qualifications

• Bachelor's Degree or similar plus relevant work experience.

• Tech support background.

• Experience in process improvement using Lean and Kaizen methods.

• Knows how to use data and analytics to make informed decisions.

• Ability to thrive in an ambiguous and fast-paced work environment.

• Strong documentation skills.

• High level project management skills (communication, planning, documentation) and the proven ability to identify opportunities, and drive them to completion (kaizen, six sigma, project management methods).

• Knowledge of project management tools like SIM.

• HTML skills for creation of departmental and interdepartmental documentation and communication.

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.