Customer Service Specialist, Customer Experience

12 hours ago

القاهرة, Egypt Souq.com for E-Commerce LLC - G32 Full time

Track record in analyzing customer-facing processes, workflows and touchpoints, and improving them with measurable outcomes
- Ability to dive deep into complex issues, customer painpoints and data sets and translate findings into clear and actionable insights
- Superior verbal and written communications skills are a must, as well as the ability to work effectively with multiple teams and departments
- Delivery focused and ability to get hands dirty when implementing process, people and policy changes
- Strong analytical skills with the ability to ask the right questions, analyze data, and draw conclusions with appropriate assumptions.
- Comfortable working in a fast-paced environment where continuous innovation is required and ambiguity is constant
- Ability to think strategically and execute tactically
- Strong proficiency with Microsoft Excel
- Proficiency in other Microsoft Office tools such as Excel and Word and collaboration tools such as SharePoint, Quip, and OneNote
- Intermediate experience with SQL
- Arabic and English language skills are required

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, Amazon Middle East Customer Service (CS) is looking for a Customer Experience (CX) Specialist to join the Customer Effort Reduction team. The CX Specialist will be the personification of Customer Obsession and will relentlessly advocate on behalf of customers. The CX Specialist will be responsible for identifying opportunities to improve our customers’ shopping experience and will work with stakeholders across the business to deliver them.
Key job responsibilities
- Identify trends and opportunities to improve customer experience and reduce customer effort
- Build and maintain a detailed understanding of our customer needs and friction points
- Deep dive into the customer experience to find customer defects and improvement opportunities using structured problem solving techniques such as customer journey mapping and Kaizen.
- Analyze, deconstruct and optimize CS and customer processes in order to raise the bar with our customer experience
- Design, launch and operate defect reduction mechanisms that drive tangible improvements to the customer experience over time
- Own resolution of large scale customers impacting issues, in partnership with CS, business and operations stakeholders
- Surface and present customer trends, defects and opportunities to leadership through high quality written and verbal communications
- Track, report and create key metrics within the domain. Understand drivers and provide callouts to leadership on a frequent basis
- Draft SOPs, references, policies or new processes to improve the customer experience and/or internal efficiency
- Support program managers during large scale feature, product and business launches
- 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.

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