Sr. Customer Service Specialist , D2AS ECR
Posted on :
17-05-2025
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1 Vacancy
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Job Description
We are Amazons 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 ECR 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 writeups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involves multiple customer contacts and determining the root cause(s) for the issue.
Key job responsibilities
The core functions of the Senior ECR Specialist include:
Resolve Customer Trust Escalations related to Amazon Brand data regulation or privacy concerns driving tech investigation to identify root cause and restoring the customers trust in devices
Support the managers on the day to day VP Inquiries owning the investigation of an escalation from start to end including preparing the final responses to senior leaders following the narrative style format
Dive deep into customer problems building the entire history of customer contacts to determine root cause
Contact the customer directly to gather data for root cause analysis troubleshooting and close the case for the customer
Conduct data queries and general data analytics related to escalations the team is handling
Manage process improvement initiatives including the scoping and implementation of projects stemming from escalations
Effectively communicate with both internal and external customers by adjusting your communication style to your audience
Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in CS Assistant is up to date
Serves as a role model by displaying good judgment a positive work ethic strong interpersonal skills and adherence to company policies and a commitment to excellent customer service
Successfully completes approved special projects as assigned
Fluency in both German and English (spoken and written)
Must be in good standing
Experience with MS Office and AC3 customer service tool set
Bachelors degree or 2 years Amazon Experience
Experience interpreting and communicating analytics
Experience communicating technical concepts to a nontechnical audience
Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fastpaced environment
Illustrate communicating and/or presenting to Sr. Leaders or other stakeholders
Demonstrates flexibility in work hours based on scheduling needs and customer demands
A minimum of six months of experience handling customer escalated contacts such as D2AS
Advanced Technician DART (Resolution Specialist) Social Media ECR or Search & Rescue.
Experience utilizing Heartbeat and Tableau
Proficiency in other languages
Proficient project management skills (communication planning documentation) and the proven ability to identify opportunities and drive them to completion (kaizen six sigma project management methods).
Knowledge of project management tools like SIM.
HTML skills for creation of departmental and interdepartmental documentation and communication.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
The Senior ECR 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 writeups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involves multiple customer contacts and determining the root cause(s) for the issue.
Key job responsibilities
The core functions of the Senior ECR Specialist include:
Resolve Customer Trust Escalations related to Amazon Brand data regulation or privacy concerns driving tech investigation to identify root cause and restoring the customers trust in devices
Support the managers on the day to day VP Inquiries owning the investigation of an escalation from start to end including preparing the final responses to senior leaders following the narrative style format
Dive deep into customer problems building the entire history of customer contacts to determine root cause
Contact the customer directly to gather data for root cause analysis troubleshooting and close the case for the customer
Conduct data queries and general data analytics related to escalations the team is handling
Manage process improvement initiatives including the scoping and implementation of projects stemming from escalations
Effectively communicate with both internal and external customers by adjusting your communication style to your audience
Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in CS Assistant is up to date
Serves as a role model by displaying good judgment a positive work ethic strong interpersonal skills and adherence to company policies and a commitment to excellent customer service
Successfully completes approved special projects as assigned
Fluency in both German and English (spoken and written)
Must be in good standing
Experience with MS Office and AC3 customer service tool set
Bachelors degree or 2 years Amazon Experience
Experience interpreting and communicating analytics
Experience communicating technical concepts to a nontechnical audience
Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fastpaced environment
Illustrate communicating and/or presenting to Sr. Leaders or other stakeholders
Demonstrates flexibility in work hours based on scheduling needs and customer demands
A minimum of six months of experience handling customer escalated contacts such as D2AS
Advanced Technician DART (Resolution Specialist) Social Media ECR or Search & Rescue.
Experience utilizing Heartbeat and Tableau
Proficiency in other languages
Proficient project management skills (communication planning documentation) and the proven ability to identify opportunities and drive them to completion (kaizen six sigma project management methods).
Knowledge of project management tools like SIM.
HTML skills for creation of departmental and interdepartmental documentation and communication.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Senior IC
Employment Type
Full-Time
Department / Functional Area
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