Cap Case Specialist
2 months ago
Previous experience in CAP or CS area
- Strong Fluency (EN) and (AR) communication skills.
- Detail-oriented, analytical, proactive approach to problem identification and solving.
- Ability to quickly adapt to changing priorities and generate innovative solutions in an fast-paced environment.
- Demonstrates effective communication, composure, and professional attitude.
- Possesses strong interpersonal skills.
- Knowledge of MS Office tools
Customer Assistance & Resolution Expert (CARE) Specialist for the Concession Abuse Prevention (CAP) team
Key job responsibilities
1. Functions as a problem solver for CSA and customers.
2. Serves as the first point of contact for day-to-day customer escalations.
3. Provides real time CSA support and knowledge transfer through all channels.
4. Displays a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service.
5. Participates in Gemba Walk sessions with the management team to answer queries and drive constant improvement through the Amazon Customer Excellence System (ACES) process.
6. Takes process improvement initiatives and works on projects regarding process improvement and concession reduction (together with the concession team).
7. Animate weekly group activities (e.g. calibration sessions, workshops, daily huddles) for CSA’s.
8. Assisting with quality assurance (QA) tasks.
9. Supports customers by handling contacts in all channels when needed.
- Experience handling CAP contacts
- Experience in Excel or any other reporting tool.
- Utilizes appropriate department resources.
- ACES level 1 and 2 certified.
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