Transportation Representative, Executive Customer Relations
AI in this role
The team liaises with stakeholders across the IN Network to develop proactive rescue mechanisms, solutions and systemic fixes around the opportunities identified through root cause analysis to improve customer experience.
We have a 5-day work week but given the 7 days a week operation, the 2 scheduled days off will vary based on shift patterns and business needs.
Key job responsibilities
Respond to inquiries from leaders, in addition to resolving contacts (received through escalation channels).
Communicate effectively and professionally with CS and non-CS departments.
Work on a detailed root cause analysis.
Recognize systemic and quality concerns contributing to poor customer experiences and communicate to appropriate stakeholders.
A day in the life
You will address customer issues by rescuing the customer but also by identifying and measuring root cause of the customer's experience failure and presenting your findings and recommendations to right stakeholders who can fix process or technology that caused customer defect.
Basic qualifications
- Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience in English-language communication skills, both written and verbal
- 1+ years of customer service experience, or Bachelor's degree in management, business administration, economics, engineering, marketing
- Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment
- Can work proactively and independently, meet deadlines, and deliver on projects and tasks
- Experience handling administrative details independently, while exercising good judgment in keeping team members adequately informed
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troubleshooting network and experience working with customers with a passion for delivering exceptional service
Preferred qualifications
- Experience handling confidential information and maintaining professionalism in dealing with senior executives, or experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround
- Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
- Prior experience in Customer Service
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, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
How we score this
Transportation Representative, Executive Customer Relations at Amazon scores 34 out of 100 for how much of the daily work is AI. That makes it AI Level 1 of 4 (Little AI). The level is about AI in the job, not seniority.
Classification
AI Level 1. The work itself involves no AI, or AI only appears as scenery, such as a company tagline.
- AI Level 480 to 100
- AI Level 360 to 79
- AI Level 240 to 59
- AI Level 10 to 39
Bands come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.
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