Customer Service Specialist Analytics
Job description / Role
Employment: Full Time
Description
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 CS Specialist, Analytics who will support an important customer experience program.
As part of the Concessions team, the CS Specialist, Analytics will be responsible for working closely with multiple internal teams and stakeholders to analyze data, identify trends, deliver compelling and actionable insights, and drive process improvements.This role requires an individual with excellent understanding of SQL and query development, good business acumen, and the ability to work with and influence business and program teams. The successful candidate will be a self-starter comfortable with ambiguity, will have strong attention to detail, and will be comfortable working in a fast-paced and dynamic environment.
Key job responsibilities
Responsibilities- Build and maintain recurring metrics and reports.
- Complete ad hoc data retrieval and analysis using relational databases, Excel, and other data management systems to fetch raw data and analyze it to prepare insightful reports.
- 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.
- Plan and execute multiple projects, collaborating cross-functionally/geographically.
- Identify trends and opportunities to improve customer experience and reduce costs.
- 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.
- Anticipate risks, resolve issues, and initiate corrective actions which may jeopardize deliverables.
- Experience defining requirements and using data and metrics to generate business insights.
- Bachelor's degree in Engineering, Mathematics, Statistics, or similar quantitative discipline.
- 2-3 years in relevant experience as Business Analyst, Data Scientist, Business Intelligence Engineer, Data Engineer, or equivalent.
- Technical skills u2013 advanced proficiency in SQL/ETL, Microsoft Excel, and statistical analysis tools and techniques.
- Experience with data visualization using QuickSight, Tableau, or similar tools.
- Strong analytical skills u2013 has the ability to start from ambiguous problem statements, identify and access relevant data, make appropriate assumptions, perform insightful analysis, and draw conclusions relevant to the business problem.
- Ability to present information professionally and concisely with supporting data.
- Ability to work effectively and independently in a fast-paced environment with tight deadlines.
- Superior verbal and written communication skills are a must, as well as the ability to work effectively with multiple teams and departments.
- 3+ years' experience in managing complex programs/products and proven track record of delivering results.
- Background in e-commerce, retail, telecommunications, customer operations.
- Awareness and experience of automating workflows and mechanisms.
- SQL and analytical tools and techniques.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the recruiting team for more information.
Job Function: Customer ServiceCompany Industry: Printing & Publishing
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