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Customer Service Specialist, Customer Experience

9 months ago

Cape Town, South Africa Amazon Commercial Services (South Africa) (Pty) Ltd - N09 Full time

Excellent written and verbal communications skills with an ability to interact with senior stakeholders.
Ability to get hands dirty in the detail but can also see the bigger picture.
Ability to effectively manage multiple workstreams at the same time while maintaining a high level of quality.
Confident creating reports for leadership consumption.
Ability to take initiative even under unfamiliar or ambiguous circumstances - solid sense of accountability and sound personal judgment.
Flexibility to respond quickly to change and reprioritize in the face of changing stakeholder demands.
Data-driven decision making and deep dive skills, including SQL.
Advanced skills with MS Word and MS Excel.

Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, we are looking for a CS Specialist, Customer Experience (CX) to join our South Africa Customer Service team, who will play a key supporting role in the delivery of our CX roadmap.

Key job responsibilities
- Identify CX improvement opportunities and work end to end till fix.
- Deep dives and completes root cause analysis of CX outliers and trends and drives resolution of issues to closure.
- Able to influence stakeholders without authority to drive changes and improvements.
- Utilize voice of the customer mechanism to surface and address customer pinpoints on a continuous basis.
- Report CX project metrics, status updates and track own goals.
- Establishes and upholds program management frameworks across our CX program management function.
- Owns tracking of program health and goals, reporting out to leadership on the status of roadmap completion.

Cape Town, ZAF

Background in ecommerce, retail or consulting industries.
Experience coordinating delivery of customer experience, process improvement or cost savings programs.
Practical experience in program management concepts, such as prioritization, governance, reporting and benefits validation.
Experience establishing and consolidating program delivery metrics and status reports.
Experience with project or program management tracking and planning tools