ECR Specialist, UK Executive Customer Relations

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.