[Hiring] Senior Customer Service Specialist @Amazon

Role Description

We are Amazon’s Tech Support Executive Customer Relations group and work on behalf of Senior Leaders to resolve complex customer problems and prevent similar issues from happening again, owning Digital, Device & Alexa executive customer escalations globally.

The Senior Escalations Specialist is a key point of contact for relevant business and development teams, and will support them on resolution of executive escalations they own, but require CS support. Language skills are especially important, as this person will create succinct write-ups in a narrative style format for senior leaders. 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.

Key Job Responsibilities

• Resolve Customer Trust Escalations related to Amazon Brand, data regulation, or privacy concerns, driving tech investigations to identify root cause and restore customer trust in devices.
• Support managers on day-to-day VP Inquiries, owning investigations from start to end, including preparing final responses to senior leaders in narrative style format.
• Dive deep into customer problems, building the full history of customer contacts to determine root cause.
• Contact customers directly to gather data for root cause analysis, troubleshooting, and case closure.
• Conduct data queries and analytics related to team escalations.
• Manage process improvement initiatives, including scoping and implementing projects stemming from escalations.
• Communicate effectively with internal and external customers, adjusting style to audience.
• Create and document new processes and ensure the D2AS Escalations Domain in KC is up to date.
• Serve as a role model displaying good judgment, strong interpersonal skills, and commitment to excellent customer service.
• Complete approved special projects as assigned.

*There will be other related tasks.

*5 working days/2 days off per week.

*Shift example: 9:00-18:00 from Monday to Friday.

*English resume is required at the time of application.

A Day in the Life

As an upper-tier team within Customer Service, we restore the relationship between customers and Amazon. As an ECR Specialist, you will focus on resolving complex customer issues.

A typical day begins with a team huddle, followed by diving into your assigned cases. You will contact customers directly via phone and email for troubleshooting and information gathering, collaborating with stakeholders — including Legal, PR, and device development teams — to deliver the best solutions.

You will also drive process improvements based on case insights, in a supportive team environment built on daily knowledge sharing.

About the Team

Our mission is to restore trust and engagement for customers who have escalated complex issues with their Amazon devices and digital services to Amazon senior leadership. These cases often involve PR risk, brand trust concerns, product safety, or customer data privacy.

Our specialists are highly-trained experts who restore and increase customer trust through personal, peculiar experiences. We examine customer anecdotes and provide meaningful insights to stakeholders, helping them focus on the right solutions, features, and designs.

Qualifications

• Experience communicating technical concepts to a non-technical audience.
• Speak, write, and read fluently in Japanese.
• Experience interpreting and communicating analytics.
• Experience in English-language communication skills, both written and verbal.
• Experience communicating and presenting to senior leadership.
• A minimum of six months of experience handling customer escalated contacts of Executive Customer Relations, Social Media, or Search & Rescue. (such as D2AS Advanced Technician, DART/Resolution Specialist).

Preferred Qualifications

• Experience in project management including communication, planning, and documentation.
• Experience with Microsoft Office, Quip/Word Doc and the CSC customer service tool set.
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• Experience with Tableau or other data tools.
• Experience working in a fast paced, quickly changing or international environment.
• Bachelor's degree or 2 years Amazon Experience.
• Proficiency in other languages (ex. Italian, German, French, Spanish).

Company Description

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 here for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.