Advanced proficiency in English, German and French language in both written and verbal communication (C1 Common European Framework of Reference, CEFR)
Relevant experience working with Amazon Business Customer Service
Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment

Providing excellent service every time is part of our mission to become the world’s most customer-centric company. As an Escalations Specialist you exemplify our Customer Service Mission Statement by using operational expertise to assist the UK network with technical skills, process improvement initiatives and customer escalations. Amazon Business (AB) Escalations operates as a global team and Specialists will work alongside peers around the world.

This role requires flexibility to work on shifts, during weekends and bank holidays.

Key job responsibilities
Resolve escalations raised by AB (Amazon Business) Customer Advisors on behalf of our customers.
Resolve business 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 Escalation Specialists own, to resolution, issues faced by our Amazon Business Sales organization. Escalation Specialists also resolve contacts generated by our customers to senior management. This is an opportunity for you to gain a broader perspective on Amazon Business (AB) by working on escalated issues highlighted by our customers and AB Sales

Proficient in a third language (Spanish, Italian or Dutch)
Familiar with existing Customer Service or Amazon Business resources and tools
Formal training in Relationship Skill/Business Management ·

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