Customer Connections Customer Service Customer

1 week ago

Bengaluru, India ADCI - Karnataka Full time

3+ years in a customer service role dealing with the public - Strong oral (speaking, listening, interpretation) and written communication skills - Proficient in Microsoft Office (Word, Excel, PowerPoint, etc.) - Ability to effectively manage time, and individually prioritize multiple tasks of competing priority - Ability to carefully analyze data sets, identify issues, and recommend solutions. - Strong preparation, organization, public speaking and classroom management skills - Experience participating in process improvement initiatives

Customer Obsession is the key leadership principle at Amazon and the Customer Connection program within the Customer Service team is the longest-running culture building program at Amazon.

Do you want to play a leading role in helping Amazonians become even more customer-obsessed? Are you ready to support a large, complex customer advocacy program? Can you help millions of customers have even better experiences with Amazon? If so, this might be the role for you Customer Connections Customer Service’s (C2CS) vision is to connect every Amazonian to their customer. As a Customer Advocate, you are at the forefront of that mission.

Our program invites corporate Amazonians to visit the front lines of Customer Service (CS), hear, see, feel, and even participate directly in the customer experience. Consequently, because of you, they emerge from their visit with a much clearer picture of what it really feels like to be a customer, as well as the employees (like you) who serve them.

This role allows you to advocate for customers by surfacing customer pain points to leaders across the company. You would be in charge of facilitating sessions where these customer issues are shared and discussed.

As a Customer Advocate, you will show off your Customer Obsession skills through deep diving into customer contacts, curating content and delivering virtual and in-person sessions (once restrictions allow).

You will be surfacing the voice of the customers to your participants and using your experience to help guide Amazonians on how to use anecdotes to improve the customer experience for all customer types.

You are an excellent facilitator with the ability to host inspirational learning experiences and you are comfortable presenting to a large audience in a virtual setting. You will also work cross-functionally with various internal groups, and you are not afraid to get your hands dirty. Delighting customers and internal stakeholders makes you excited to come to work every day

Key job responsibilities

As a Customer Advocate you will:

- Host C2CS front line listening sessions in a virtual setting (up to 500 participants)
- Field questions about customer service policies, tools, and practices in real time
- Facilitate the collection and submission of feedback and technical issues from learners
- Manage relevant tasks within the Learning Management System (LMS)
- Partner with stakeholders (Program Managers, Subject Matter Experts, etc.) to identify areas for improvement and innovation in session implementation
- Work with the C2CS Learning and Development (L&D) team to develop training to address learning opportunities
- Execute on the C2CS training/program roadmap by delivering sessions and providing inputs on the content
- Continually improve session content and presentations in response to learner needs, feedback, and data
- Handle customer calls to maintain proficiency in Customer Service processes, tools and procedures
- Track and report on completion of sessions
- Curate customer contacts and remove all personal information to guarantee customer privacy
- Consider accessibility while building your sessions
- Use internal tools like Heartbeat and TextMiner to create and maintain customer experience dashboards
- Knowledge of adult learning and training practices. - Bachelor’s degree or courses and/or certifications in communication, education or related field. - Demonstrated experience developing training material, job aids and online tutorials

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