Job Description
Ring is looking for an organized and self-motivated ECR Specialist to join our Specialty Team (ECR) in virtual Ireland with either Dutch or German.
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, fastmoving and unexpected communications challenges
- Respond privately to customer reviews, providing technical insights and recommendations
- Troubleshoot technical issues for Ring customers
- Communicate and collaborate with teammembers to resolve escalations
- Utilize all available resources to solve problems
- Provide exceptional technical assistance and customer service for highly escalated challenges with care
- Regularly identify and report on noteworthy developments and trends and share those with the appropriate departments
- Work alongside teammembers and other teams on PR and Communications related issues on social media
- Identify and escalate system errors and other technical issues
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.
- At least two years' experience in Customer Service or Social Care- Fluent in Dutch or German with English
- Experience working in crossfunctional 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 proofreading skills
Amazon is committed to a diverse and inclusive workplace.
Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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