Amazon Escalations Resolution Specialist

3 days ago


Bengaluru, Karnataka, India myGwork Full time

This is a unique opportunity to join Amazon's Escalation Team (VCIM) as a key member of the R&C Shared Services team.

About the Role

We are seeking an experienced professional to support stakeholders with both Legal and Executive escalations. This role requires strong analytical skills, attention to detail, and excellent communication abilities.

The ideal candidate will have experience in conducting root cause analysis and writing detailed documents for senior leadership. Additionally, they should possess strong knowledge of investigation tools and open-source investigations.

Key Responsibilities
  • Supporting stakeholders with both Legal and Executive escalations
  • Responding to Executive/Legal escalation requests in real-time, providing education and achieving first contact resolution
  • Process improvements: Identifying Seller/Compliance success barriers, providing solutions, and driving change through business improvement initiatives

The selected candidate will work independently while using departmental resources, policies, and procedures. They must maintain a positive and professional demeanor, portraying the company in a positive light and effectively managing sensitive issues.

About the Team

The R&C escalations team is part of the wider Customer Trust and Partner Support (CTPS) vertical. Our primary function 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.

We strive to salvage the customer experience by working quickly to rectify mistakes and seek effective, scalable solutions to prevent similar issues from arising among the general seller population.

Requirements
  • Experience in conducting RCA and 5 whys and writing summary/detailed documents for senior leadership
  • Experience in identifying/defining process improvement and gaps
  • 1+ year experience working with cross-functional teams; operations, tech, and product teams, etc.
  • Experience in multitasking and working on complex investigations with minimal supervision

Please note that our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit here for more information.

The estimated salary for this position is between $80,000 - $120,000 per annum, based on factors such as location, experience, and qualifications.



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