Customer Service Specialist with Spanish, RingJob ID: 2728652 | Amazon Ireland Support Services Limited - A94
Ring is looking for an organized and self-motivated ECR Specialist to join our Specialty Team (ECR) in virtual Ireland.
As an ECR Specialist, you will work alongside the Product Reviews, Neighbor Advocacy, Legal, PR, Communications and the Social Media teams at Ring.
Working directly with customers, you'll be expected to respond to highly complex customer cases involving escalations, senior leadership escalations, trust and safety issues, social media posts, and Amazon Reviews. The right candidate will also thrive in a highly entrepreneurial, fast-changing, and collaborative environment where people are driven, enthusiastic, collaborative and not afraid to take risks.
The operating hours for our support are 8am to 8pm seven days a week and successful candidates will work in a rotational shift within these hours.
Key job responsibilities Successfully reply to complex, fast-moving and unexpected communications challengesRespond privately to customer reviews, providing technical insights and recommendationsTroubleshoot technical issues for Ring customersCommunicate and collaborate with team-members to resolve escalationsUtilize all available resources to solve problemsProvide exceptional technical assistance and customer service for highly escalated challenges with careRegularly identify and report on noteworthy developments and trends and share those with the appropriate departmentsWork alongside team-members and other teams on PR and Communications related issues on social mediaIdentify and escalate system errors and other technical issues A day in the life
The operating hours for our support are 8am to 8pm seven days a week and successful candidates will work in a rotational shift within these hours.
As a ECR Specialist, you will start your day by addressing social media posts and direct messages, escalations brought up by internal stakeholders, and looking at new Amazon Reviews at your inbox. Next, it is time to address pending cases, dive deep on the root causes, consult with stakeholders, and resolve them.BASIC QUALIFICATIONS- At least two years' experience in Customer Service or Social Care
- Fluent in Spanish with English
PREFERRED QUALIFICATIONS- Experience working in cross-functional teams
- Demonstrated history of providing solutions to complex problems
- Strong attention to detail
- Expertise in written and verbal communication skills
- Demonstrated ability to manage multiple projects/tasks
- Excellent writing, copy editing and proof-reading skills
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