Executive Customer Relations (ECR) Senior Associate m/w/d

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Job summary

Amazon’s Customer Service Organization is seeking an Executive Customer Relations (ECR) Senior Associate m/w/d, fluent in German and English.

The mission of the Executive Customer Relations Team is to resolve the most highly escalated customer contacts received by Amazon, identify systems and procedures that directly or indirectly lead to these contacts, and drive positive action for change and resolution on behalf of Amazon customers, Customer Service and the overall business. ECR serves as a bridge between CS and a variety of other groups within our company, with responsibilities that include:

· Respond to enquiries from corporate executives including Managing Directors, in addition to resolving contacts (received through any channel) from customers directly, while also providing advice to customer service (CS) staff, regarding escalated contacts.
· Oversee, maintain and improve how the ECR team supports "Letters to Jeff" and how we leverage insights from those escalations to enhance the customer experience.
· Provide critical support to the Amazon Legal Department on issues relating to Data Subject Access Requests, County Court Claims, Trading Standards or similar consumer protection agencies.
· Serve as an alternative point of escalation for CS Leaders, business teams or software teams when standard workflows fail or when breakdowns impact multiple customers.
· Initiation of proactive phone contacts for highly escalated issues where necessary, providing a summary in a follow up email.
· Communicate effectively and professionally with other departments in researching complaints and acting as CS resource.
· Provide a detailed root cause analysis for customer advocacy to top level executives;
· Improvement Driver across CS and Business Owners; including (but not limited to) initiating or improving communication pathways with relevant departments outside of and groups within Customer Service.
· Provide training to CS staff regarding suspect abuse cases, fraudulent activity and escalated contacts;

· Partake and contribute to Kaizen events

Candidates with a severely disabled status can invite the representative for severely disabled persons (SBV) responsible for their location to their interview process. The candidate must inform the SBV and the recruiter of this while applying.

Für eine unbefristete Stelle in dem Executive Customer Relations (ECR) Team in Berlin, suchen wir zum nächstmöglichen Zeitpunkt ein ECR Senior Associate m/w/d mit einem hohen Maß an Selbständigkeit und Eigeninitiative, einem guten Gefühl für exzellenten Kundenservice sowie der Fähigkeit, notwendige Prozessverbesserungen zu identifizieren und im Sinne unserer Kunden kontinuierlich zu verbessern.

Aufgaben eines ECR Specialists:
• Bearbeitung anfallenden Kundenanfragen in den ECR Queues (eskalierte Kontakte in Verbindung mit Verbraucherschutz, juristischer Unterstützung, Presseanfragen, Anfragen anderer Abteilungen, Prüfung kontroverser Artikel, etc.)
• Bearbeitung von Management Eskalationen (Beschwerden, die direkt an das Management, wie z.B. Ralf Kleber und Jeff Bezos gerichtet sind)
• Intensive ECR-interne und abteilungsübergreifende Teamarbeit, um die beste Lösung für den Kunden zu finden und dessen Vertrauen zurück zu gewinnen
• Identifikation und Optimierung teaminterner und –externer Prozesse, insb. mit Kundenservice-Bezug
• Unterstützung der Qualitätssicherung, Coachings und Trainings
• Verwaltung der ECR Inhalte im Wissenszentrum und im ECR SharePoint

Zusatzinformationen: • zeitliche Flexibilität innerhalb Montag-Freitag 8.00 bis 20.00 Uhr, an Samstagen, Sonn- und Feiertagen 08:00 bis 18:00Uhr.

Kandidaten mit schwerbehindertem Status können den Vertreter für schwerbehinderte Personen (SBV), die für ihren Standort verantwortlich sind, zu ihrem Interviewprozess einladen. Der Bewerber muss den SBV und den Recruiter bei der Bewerbung darüber informieren.


· An obsession for improving the customer experience
· Fluent in German and English
· Demonstrated superior communication skills (written and verbal)
· Demonstrates flexibility in work hours based on scheduling needs and customer demands.
· Exceptionally strong customer handling and conflict resolution skills; focus on quality in customer care.
· Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change.
· Project management skills (communication, planning, documentation)
· Proven ability to identify opportunities, and drive them through to completion (kaizen, six sigma, project management methods).
· Ability to organize, manage, influence and communicate across position levels and functions
· Excellent decision making skills to effectively manage the needs of the customer and business
· Goal driven, target orientated, able to step back and look at the bigger picture, the person will also be able to manage during ambiguity and possess a preparedness to get involved
· Demonstrated track record of problem solving and very strong analytical skill capability

· Strong open communication with a track record of positively challenging others while building strong relationships


Voraussetzungen und zusätzliche Qualifikationen:
• Streben nach hervorragendem Kundenservice (intern und extern)

• positive Arbeitshaltung und Einstellung zu den Werten von Amazon

• vorbildliche Erfüllung der derzeitigen Aufgaben

• exzellente schriftliche und mündliche Englischkenntnisse

• ausgeprägte Teamfähigkeit und hohes Maß an eigenverantwortlichem Arbeiten

• selbstständiges Recherchieren und Aneignung von Kenntnissen

• exzellente schriftliche und mündliche Ausdrucksweise

• effektive Arbeitsweise und gutes Urteilsvermögen

• Innovationsfähigkeit und hoher Innovationswille

• Konfliktfähigkeit und diplomatisches Geschick


· 2 years experience in a role within Customer Service preferred
· Bachelor's Degree or equivalent experience
· Formal training in Relationship Skill / Business Management a plus.


•2 Jahre Erfahrung im Amazon.de Kundenservice wünschenswert •Bachelors Degree oder Erfahrung im Beschwerdemanagement/ECR wünschenswert

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.


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