In short
As a Program Specialist for Amazon Customer Service in Hyderabad, you will manage large-scale customer-impacting issues, driving recovery actions, and communicating with customers. This role requires strong stakeholder management, data validation, and process improvement skills within a 24/7 environment.
Responsibilities
- Own and drive bulk recovery action for D2 customers, including data validation, stakeholder coordination, and flawless execution.
- Publish customer-facing mass communications, independently assessing situations and advocating for the most customer-centric path forward.
- Manage high-severity incidents by collaborating cross-functionally to mitigate risks to business, customer experience, and associate experience.
- Serve as the liaison between business analyst teams, product teams, and recovery stakeholders on complex issues requiring data assistance or tooling alignment.
- Execute high-impact mitigation actions using various tools while performing quality checks to ensure ideal customer outcomes.
- Plan, prioritize, and deliver team-related projects, balancing day-to-day operations with longer-term improvement initiatives.
- Identify process improvement opportunities, propose changes, and amend SOPs once approved.
Requirements
- Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment.
- Experience with MS Word, Excel, Access, and PowerPoint.
Desired Qualifications
- Experience communicating complex ideas to technical and non-technical audiences.
- Experience managing multiple projects, prioritizing, planning, and managing time.
- Experience in a highly agile environment.
- Experience writing customer facing content at scale.
Benefits
- Inclusive culture empowers Amazonians to deliver the best results for our customers.
- Workplace accommodations for individuals with disabilities during application, interview, and onboarding processes.
#Customer Service
Company
Amazon
Job Posted
1 week ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Hyderabad, India
Applicants
Be an early applicant