Amazon
Amazon is looking for an experienced Executive Customer Relations, Customer Service in Riyadh, Saudi Arabia.
This senior customer-advocacy role handles complex escalations from senior leaders, government bodies and regulators. The specialist also finds the process problems behind those cases and works across teams so the same issues do not keep coming back.
About the role
Executive Customer Relations is a high-visibility, customer-facing job. The specialist investigates difficult cases, may work with Legal on court or regulatory matters, and can lead ECR associates. Sound judgement and executive presence are required when the path is not already defined.
Key Responsibilities
Act as the main customer-service contact for escalations from senior leaders, government and regulators.
Handle serious cases and make decisions that affect the customer immediately.
Investigate thoroughly so the customer gets a solution and the business sees what to fix.
Represent Amazon Customer Service in meetings with government or regulatory stakeholders when needed.
Spot emerging escalation themes and coordinate the response with partner teams.
Manage escalation workflows and close process gaps.
Act as the local link between Customer Service and Legal on court cases, legal notices and regulatory issues.
Find systemic causes of escalations and put preventive improvements in place.
Who this role is suitable for
This role suits a senior customer-relations professional who can handle sensitive cases in Arabic and English and stay calm with government or executive stakeholders.
Qualifications & Requirements
2+ years of customer-support experience, or experience owning escalated customer issues.
Strong written and spoken English.
Fluent spoken and written Arabic.
Experience identifying and resolving complex issues.
Ability to handle sensitive escalations with executive presence and sound judgement.
Salary & Benefits
Full-time role in Riyadh. Package as per Amazon policy.
To apply for this job please visit www.amazon.jobs.