Rco Escalations Specialist, Escalation Team

Key Responsibilities:Supporting Stakeholders with both Legal and Executive escalationsLearn new skills/processes and provide cross-skill/cross-site/cross-region supportRespond to Executive / Legal escalations requests in real time providing education to them with the goal of achieving first contact resolution, as well as a remarkable, reproducible customer experience.Process Improvements: Identifies Seller, Compliance, and Investigator/Associate success barriers, provides solutions, and drives change through business improvement initiatives. Should also possess great deep dive skills to identify the root cause on audits or CXT/ACES related work.Eligibility Criteria:SIV CNMinimum 12 months L4IC R&C experience / 24-month L3 RCO ExperienceShould not have been on any active dev plan/CAG for the last 1 yearShould have met/exceeded all the goals in the last 4 quarters as L4 ICRelevant function knowledge is a mustA Day in the Life:Individual will be accountable for responding and solving executive, legal, PR, and regulatory escalations within a defined SLA as per target. Individual should demonstrate excellent functional skills and the ability to work independently while using departmental resources, policies, and procedures. Maintains a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.About the Team:The R&C escalations team is part of the wider Customer Trust and Partner Support (CTPS) vertical. The primary function of this escalations team is to own the end-to-end resolution of escalations pertaining to the registration and verification process that have been escalated to, or by, senior leadership (L8 Amazonians and above). We provide detailed write-ups where required within an SLA of 10 business days. We strive to salvage the customer experience by working quickly to rectify mistakes that have been made in the past and seek to find effective, scalable solutions to prevent similar issues from arising among the general seller population.Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use, and transfer the personal data of our candidates.
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