Description The ideal candidate will be experienced in handling time bound activities like escalations management and will have experience in relationship management. He/she will have problem solving skills with the focus on improving the processes and strengthening the relationships with the requesters. The candidate will have action-driven approach and will require to work proactively on issues on requesters details while identifying areas of improvement Responsibilities include, but are not limited to: • Working on Complex queries and resolving the queries in a time bound manner • Working on underlying issues and fixing the root cause/s • Liaising with internal teams to understand issue and working towards resolution • Contacting internal stakeholders and coordinating with them on queries • Work on issue ensuring SLAs is intact and look for improving on same A day in the life This role is dedicated to working on queries related to internal request from Amazon teams. The team member needs to review all details and dive deep to understand the root cause of issues. They will work with multiple internal teams to resolve problems and develop steps to prevent similar issues from arising in the future. The role also involves working closely with other teams and educate as how best to utilize Amazon's services. This position requires making calls in accordance with time zones of requester and communicating via written emails Basic Qualifications • Graduation or equal Degree • Prior experience of 1+ years in escalation management • Experience of working on time critical processes • Working knowledge of Outlook, Excel and Word • Excellent written and verbal communication (English) Preferred Qualifications • Advanced Excel skills are advantageous • Knowledge on workflow and task management • Hands on with MIS systems and dashboard creation • Experience in 6 sigma Methodologies- Participated in Lean Projects, Quality circles & Creative work groups 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 visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.