Hybrid RCO Escalations Specialist, Escalation Team RCO Escalations Specialist, Escalation Team

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

At Amazon we believe that every day is still day one.

We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by joining Amazon's Escalation Team (VCIM)

In this role you will be part of the R&C Shared Services VCIM team, responsible for resolving Executive and Legal escalations, supporting new launches, gathering information for process improvements across multiple functions for all our worldwide regions and employees.

Key job responsibilities

• Supporting Stakeholders with both Legal and Executive escalations
• Learn new skills/processes and provide cross skill/cross site/cross region supports
• Respond to Executive / Legal escalations requests in real time providing education to them with the goal of achieving first contact resolution, as well as a remarkable, reproducible customer experience.
• Process Improvements: Identifies Seller, Compliance and Investigator/Associate success barriers, provides solutions, and drives change through business improvement initiatives. Should also possess great deep dive skills to identify the root cause on audits or CXT/ACES related work.
  
  

Eligibility Criteria

• SIV CN
• Minimum 12 months L4IC R&C experience / 24-month L3 RCO Experience
• Should not have been on any active dev plan/CAG for the last 1 year
• Should have met/exceeded all the goals in the last 4 quarters as L4 IC
• Relevant function knowledge is a must
  
  

A day in the life

Individual will be accountable for responding and solving executive, legal, PR and regulatory escalations within a defined SLA as per target. Individual should demonstrate excellent functional skills and the ability to work independently while using departmental resources, policies and procedures. Maintains a positive and professional demeanour, always portraying the company in a positive light and effectively managing sensitive issues.

About The Team

R&C escalations team is part of the wider Customer Trust and Partner Support (CTPS) vertical. Primary function of this escalations team is to own the end-to-end resolution of escalations pertaining to the registration and verification process that have been escalated to, or by, senior leadership (L8 Amazonians and above). We provide detailed write-ups where required within an SLA of 10 business days. We strive to salvage the customer experience by working quickly to rectify mistakes that have been made in the past and seek to find effective, scalable solutions to prevent similar issues from arising among the general seller population.

Basic Qualifications

• SIV process knowledge
  
  

Demonstrates effective, clear and professional written and oral communication.

• Ability to complete RCAs on complex accounts
• Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
• Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
  
  

Preferred Qualifications

• Advance Excel
• Past experience of handling escalations
• Cross trained on IPV
• Past experience of providing coaching/mentoring support
  
  

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.