French Executive Customer Services Specialist at Amazon Europe – Rabat

Job Description

· Respond to enquiries from corporate executives including CEO, VP, Country Manager, Directors.· Handle escalations from customers and follow up accordingly. This includes proactive phone contacts with customers and providing a summary in a follow up email, investigating escalations root cause and corrective actions, providing a detailed root cause analysis for customer advocacy to corporate executives.· Coordination of escalation resolution with internal stakeholders. This includes drafting outreach email to internal stakeholders and drive engagement toward resolution with internal stakeholders and acting as CS operations point of contact.· Provide critical support to Amazon CS Legal Department and other CS Support teams.· Project Management and contribution.· Highlight process and quality improvement opportunities throughout escalation investigations contributing to customer experience improvement and communicate / take actions as appropriate.· Suggest improvement solutions across CS and outside CS organization.· Submit feedback and cascade relevant information to CS Operations ensuring that CS is consistently kept up to date with amazon policies and emerging issues.· Lead and contribute to projects to improve customer experience and CS Operations.· Identify and analyze issues, patterns and trends in customer escalations to report to leadership teams.· Identify and escalate emerging issues to appropriate stakeholders.· Assess team workload and available resource to define priorities accordingly.


· At least 2 years of Customer Service experience (familiarity with CS environment and customer contact handling);· Bachelors Degree;· Fluency in French and English (spoken and written);· Excellent written and verbal communication skills: Ability communicate and present efficiently to customer, executives and internal/external stakeholders in professional manner;· Proficiency with Microsoft Office suite;· Exceptionally strong communication skills to influence stakeholders and resolve complex customer/buisness issue;· Detail-oriented, analytical, proactive approach to problem-solving and identification;· Good judgement and discretion: Ability to work independently and as a team, quick learner, self-motivated and flexible in approaching responsibilities and changes;· Excellent organizational and time management skills;· Capacity to initiate and drive projects involving multiple stakeholders.
PREFERRED QUALIFICATIONS· Experience in data analysis and project management;· Experience writing business report and narrative documents;· Previous experience in handling customer escalations and reporting to Senior Leadership;

Job Details

Job Location
Rabat, Morocco

Company Industry
Internet & E-commerce

Company Type
Employer (Private Sector)

Job Role
Customer Service and Call Center

Employment Type

Monthly Salary Range

Number of Vacancies

Preferred Candidate

Career Level
Entry Level

Years of Experience
Min: 2

Residence Location

Bachelor’s degree / higher diploma

Source link