Customer and Delivery Experience Specialist

Job description

DESCRIPTION

As part of Amazon's mission to be the most customer-centric company, we are looking for the right person to help us to continue to improve our customer service processes. The role is to be the Voice of Customer Obsession, analysing the journey of a customer and understanding areas for improvement. The person should also have a grip to identify the problem areas regarding deliveries and highlight on those to transportation team so as to solve for this.

In this position, you will be responsible for:
Ensuring communication bridges are initiated and upheld between CS and other Amazon teams
· Completing analysis of processes and procedures with a mind to improving the Customer Experience and key metrics
· Driving solutions to improve the customer experience and performance metrics
· Identifying and challenging any negative effects on the Customer Experience prior to new launches and improvement projects
· Preparation of documentation for Monthly CS Retail Calls
· Proactively manage large scale customer impacting issues
- Dealing with carrier callouts and resolve the issues
- Project management work

We are looking for the right person with a mix of quantitative, consultative, and facilitative/leadership skills. The successful candidate will have a documented track record in driving change; and in significantly improving processes, and will know how to be effective in fast paced environments.

Desired profile

BASIC QUALIFICATIONS

· Degree Qualified
· Strong Influencing skills that can persuade a cross-organisational team to modify processes to improve customer experience.
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· Excellent speaking-listening-writing skills, attention to detail, proactive self-starter
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· Strong track record of cross organisational relationship building
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· Demonstrated experience presenting to and working with all levels
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· High level of computer literacy
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· Strong Analytical skills and Customer focus
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· Project management experience (1+ years)