ICQA Escalation Specialist

Overview

Responsibilities

• Act as the link between Customer Service and the ICQA and Operations team
• Contribute to solve operation issues to avoid impact on Customers and prevent future reoccurrence
• Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors and process issues
• Perform Concession researches, analysis and escalations
• Conduct special research and deep dives, identify trends and generate reports that drive actions
• Support other Escalation Specialists as required
• Assist in ensuring successful area performance by analysis and reporting on business performance
• Research free replacements daily and provide detailed analysis of the errors
• Apply Amazon policies and guidelines related to ES role and general processes
• Support and work in the department as required
• Fully understands workflow and daily production goals
• Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online.
• Operations is at the heart of Amazon customer experience.
• Each action we undertake is done on behalf of our customers, as meeting their expectations makes us feel good.
• Whatever our customers want, we will find the means to deliver it.
• With your help, Amazon will continue to enable people to discover new worlds and implement innovation.
• This is your chance to make history.
• Role: Tier III - Escalation Specialist role in ICQA
• The ICQA team is seeking an excellent individual who is interested in becoming an Escalation Specialist.
• The Escalation Specialist reports into the local ICQA organization and is a key link between FC’s and the Customer Service.
• He/She analyzes and solve operation issues that may have impact on Customer and acts on Customer issues to solve them and prevent further defects.
• Escalation Specialists holds responsibilities specific to the different Fulfillment Center areas to connect them for quick problems resolution.
• He/She will have the drive to develop him/herself and enhance existing skills and knowledge and meet targets and productivity expectations in line with company goals.

Responsibilities

• Act as the link between Customer Service and the ICQA and Operations team
• Contribute to solve operation issues to avoid impact on Customers and prevent future reoccurrence
• Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors and process issues
• Perform Concession researches, analysis and escalations
• Conduct special research and deep dives, identify trends and generate reports that drive actions
• Support other Escalation Specialists as required
• Assist in ensuring successful area performance by analysis and reporting on business performance
• Research free replacements daily and provide detailed analysis of the errors
• Apply Amazon policies and guidelines related to ES role and general processes
• Support and work in the department as required
• Fully understands workflow and daily production goals
• ****BASIC QUALIFICATIONS****
• 1+ years of Microsoft Office products and applications experience
• High school or equivalent
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Can lift up to 49 pounds, stand/walk during shifts lasting up to 12 hours, and be able to frequently push, pull, squat, bend, and reach
• Work 40 hours/week, and overtime as required
• ****PREFERRED QUALIFICATIONS****
• Expert in Microsoft Excel, VBA, SQL, and other databases
• Ability of having developed tools, data collection processes, and data management systems
• Ability to handle multiple, competing tasks in a deadline-driven environment
• 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.