Executive Customer Relations Specialist, JP CS ECR (Executive Customer Relations)

Job Description

DESCRIPTION

Job summary
Executive Customer Relations (ECR) is a team of mature CS-leaders who perfect key Amazon skills to protect the customer experience and the brand. An ECR Specialist is the main role of ECR and stands for deep dive specialist. Executing deep dives on behalf of customers, the specialist does not rely on any knowledge but on the ability to access information in Amazon. It is supported by a team of ECR Apprentices, business analysts and Program Managers to enable a huge variety of tasks ranging from customer handling to project work.
1. Operations
· Leadership escalations: according to service levels, respond to emails from customers addressed to company executives in their stead. Work with PR and Legal and call back customers to find tailored solutions to their problems to regain their trust.
· Question marks “?”: take ownership for questions from leaders on a specific current state. This involves analyzing the question, reaching out to the correct stakeholders in the company, conducting research and composing an answer to the leader with the relevant details found in a timely manner.
· ECR-CS take-over: take over from the frontline customer service highly egregious customer contacts representing a potential threat to the brand. Be the liaison between the business team where the issue originates from and the customer, avoiding escalation of the contact and any replication of the issue to other customers.
· Legal support: gather customer data for the legal department upon request. Provide frontlines with support as per legal or PR questions by bridging the departments. Ensure legal regulations are applied and that customer service follows compliance alignments.
2. Kaizen
· Business kaizen: find the root cause of a shopping defect and work with the relevant business teams to fix it. Organize structured events where stakeholders gather to deep dive an issue.
· CS kaizen: analyze areas for improvement in frontline associates to address escalation points. Work with training and management to design CS improvements.
· Global ECR kaizen: take ownership for global Amazon kaizen projects, replicating practices or studies in order to implement worldwide changes.
There will be other related tasks.
*Please submit your English resume when you apply.