Senior Escalation Resolution Specialist, Customer Trust and Partnerships

1 day ago


Bengaluru, Karnataka, India myGwork Full time
About the Role

We are seeking a highly skilled Senior Escalation Resolution Specialist to join our team at myGwork. This is an exciting opportunity for you to work with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Job Overview

This role is part of the wider Customer Trust and Partner Support (CTPS) vertical. As a Senior Escalation Resolution Specialist, you will be responsible for resolving executive and legal escalations within a defined Service Level Agreement (SLA). You will work closely with cross-functional teams to identify process improvements and drive change through business improvement initiatives.

Main Responsibilities
  • Respond to executive and legal escalation requests in real-time, providing education to stakeholders with the goal of achieving first contact resolution and a remarkable customer experience.
  • Liaise with internal teams to resolve complex investigations and implement effective solutions.
  • Collaborate with colleagues to identify process improvements, develop solutions, and drive change through business improvement initiatives.
Requirements

To be successful in this role, you will need:

  • Experience in conducting Root Cause Analysis (RCA) and 5 Whys, as well as writing detailed documents for senior leadership.
  • Proven ability to work independently, using departmental resources, policies, and procedures.
  • Strong analytical and problem-solving skills, with the ability to multitask and work on complex investigations.
  • Familiarity with investigation tools and open-source investigations.
  • An AML-related certification is desirable, but not essential.
About Us

At myGwork, we pride ourselves on being an inclusive employer and a member of the largest global platform for the LGBTQ+ business community. We offer a supportive and diverse work environment that encourages collaboration and innovation.

Salary

The estimated salary for this role is between $65,000 and $85,000 per annum, depending on your location and level of experience.



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