Transportation Representative, Executive Customer Relations

Role Overview

The Executive Customer Relations (ECR) team is responsible for managing escalations related to transportation within the India network, focusing on rescue operations, identifying root causes, and implementing medium to long-term improvements. This team handles multiple initiatives, including the INOPS VPI program, ECR email escalations, and customer rescue efforts.

Main Responsibilities

• Address escalations from customers, working towards immediate rescue and resolution.
• Collaborate with various stakeholders across the India network to devise proactive rescue methods and systemic solutions based on root cause analyses, enhancing customer experience.
• Respond to inquiries from leadership and resolve cases received via escalation channels effectively.
• Communicate professionally and efficiently with both customer service and other departments.
• Conduct thorough root cause analysis to identify underlying issues affecting customer satisfaction.
• Recognize recurring systemic and quality issues impacting customer experience and relay these findings to relevant teams.

Work Environment

The role operates within a 5-day workweek; however, since operations continue 7 days a week, scheduled days off will vary depending on shift schedules and business demands. Shifts might include nights, weekends, and holidays, supporting a 24/7/365 operational model.

Required Qualifications and Skills

• Minimum 1 year of experience in customer service or a Bachelor's degree in management, business administration, economics, engineering, or marketing.
• Proven ability to work with customers, demonstrating a passion for excellent service.
• Strong analytical skills paired with meticulous attention to detail.
• Effective communication skills in English, both written and verbal.
• Ability to work independently, proactively meet deadlines, and manage projects or tasks efficiently.
• Experience managing administrative responsibilities with sound judgment and keeping team members well-informed.

Preferred Qualifications

• Experience handling confidential information professionally, including interaction with senior executives.
• Ability to quickly complete complex tasks with minimal guidance and respond urgently when required.
• Proficiency in Microsoft Office applications including Excel, Word, SharePoint, and PowerPoint.
• Prior experience in customer service roles.

Additional Information

Amazonians benefit from an inclusive culture designed to empower them to deliver outstanding results. Accommodations are available for candidates with disabilities during the application and hiring phases. For accommodation needs, contact the recruiting team accordingly.

Location: Telangana, India

Company: ASSPL