DESCRIPTION

We are Amazon’s Tech Support Executive Customer Relations group and work on behalf of Senior Leaders to resolve complex customer problems and prevent similar issues from happening again, owning Digital, Device & Alexa executive customer escalations globally.

Amazon Devices, Digital Services, and Alexa Support (D2AS) Outreach Specialist plays a critical role in the support of Amazon devices and large-scale digital offerings. As an Outreach Specialist, you will use your knowledge and expertise to ensure quality support for Amazon devices and services. You will be expected to identify and escalate key product support issues, and dive deep into contacts and data to uncover systemic problems. As a subject matter expert, you will use your intimate knowledge of customer service and Amazon products to facilitate feedback and detailed insights that drive changes and improvements to products, support strategy, and operational execution. You will be also expected to support the Senior Escalations Specialists on resolution of executive customer escalations.

Language skills are especially important, as this person will create succinct write-ups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involves multiple customer contacts and determining the root cause(s) for the issue.

Department: カスタマーサービス (CS)
Job: オペレーション
Location: フルリモート在宅勤務(日本国内)

Amazonは多様かつインクルーシブな職場づくりを目指しています。Amazonは男女雇用機会均等法を遵守しています。人種、出身国、性別、性的指向、障がい、年齢、その他の属性によって差別することなく、平等に採用選考の機会を提供しています。障がいをお持ちの方は、以下をご覧ください。
https://www.amazon.jobs/jp/disability/jp

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, visit https://www.amazon.jobs/jp/disability/jp

Key job responsibilities
- Rescuing the customer experience and rebuilding customer trust by reaching out to customers who have left a review that indicates they need help, have had a poor product experience, or have had a negative interaction with Amazon’s customer service.
- Uncovering and escalating emerging or trending customer issues called out in reviews or contacts.
- Compiling customer feedback, product insights, and other learnings to spark changes and improvements to products, support strategy, and operational execution.
- Supporting pre- and post- product launch deliverables, including deep dives into contacts, content, troubleshooting workflows, and other sources; curating that information into actionable updates for KC content, Help content, ASTRO paths, and training modules.
- Support the Senior Escalation Specialists on resolving Customer Trust Escalations related to Amazon Brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer’s trust in devices
- Driving effective teamwork, communication, collaboration, and commitment inside and outside the team.

A day in the life
D2AS Outreach Specialists make outbound calls to customers to see if they can provide troubleshooting or gather additional insight or feedback. In addition to general device reviews, they also handle Outreach work which involves working on SIMs filed directly by Product Managers to gather feedback, verify bug fixes, provide troubleshooting, and various other requests.

About the team
Our mission is to restore trust and engagement for customers who have escalated issues with their Amazon devices and digital services to Amazon CEOs, Amazon VPs, and other members of leadership.
These are highly complex issues that have created or could create PR risk, damage trust in the Amazon brand, and/or have elements of product safety or customer data privacy concerns.

Our specialists are highly-trained and knowledgeable, serving as experts of restoring and increasing customer trust, delighting them with personal, and peculiar experiences.

We celebrate and examine customer anecdotes, providing meaningful insights to our stakeholders to focus on the right solutions, features and designs.