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Recruitment Team at Amazon
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Amazon - Executive - Inquiry Leader (4-12 yrs)
The core functions of the Executive Inquiry Leader include :
1. Build detailed customer contact timeline, identify defects leading to the escalation and engage with stakeholders to finalize the root cause analysis and corrective/ preventive measures.
2. Acknowledge requests from Amazon executives (Directors and VPs) and timely communicate with an update/ response for their question.
3. Raise coaching requests and coordinate with CS sites for corrective actions/ closure within the defined SLA.
4. Focus on creating scalable, innovative solutions for current or new opportunities found through listening to customer feedback.
5. Draft executive level summaries in a narrative style format/ 5 why analysis of the defects along with the corrective/ preventive measures.
6. Ability to identify defects, assess scope of the issue, frame a problem statement by analyzing customer contact data and collaborate with POCs for improving or simplifying customer experience.
7. Identify potential brand risk basis customer contacts or escalations and consult Legal/ PR team for guidance on CS strategy.
8. Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a bar raiser on customer delight.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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