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 diving deep into customer pain points and recommending solutions for them.

The CS Specialist, Analytics will be responsible for working closely with multiple internal teams & 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. Successful candidate will be a self-starter comfortable with ambiguity, will have strong attention to detail, and will be comfortable working in 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 initiative corrective actions, which may jeopardize deliverables.