Post by ncwebcenter on May 3, 2009 12:57:03 GMT -5
CS Business Analyst – 036715
Description
Amazon provides Customer Service (CS) for several key merchant clients, and the Merchant CS Business Analyst of the Global Customer Advocacy Team at Amazon.com is a critical role aimed at improving customer experience by driving down defects leading to customer contacts and concessions. Customer concessions include free replacements, refunds, promotional certificates, shipment upgrades, shipment reductions and other financial remedies to offset a negative customer experience. Developing self-service enhancements, advancing customer-friendly policies and improving contact handling processes are a few of key areas that will be supported by this role to improve the customer experience. To be successful, this candidate requires mastery of a variety of proven analytical, communication and leadership skills.
The Business Analyst will play a key role by:
* Analyzing CS Merchant processes to identify contact and concessions reduction opportunities through data analysis
* Use quantitative statistical methods, SQL, Visual Basic and data management systems to retrieve and analyze data for customer service
* Develop business case analyses of new processes and proposals. Partner with other groups to improve defects and measure impacts
* Maintaining current and develop new customer advocacy metrics and reports.
* Evaluate and implement opportunities for improving customer advocacy projects.
* Work in a cross-functional environment, partnering with various Merchants, Account Managers, Fulfillment, IT, Retail, and Finance teams to support new business processes.
* This role involves data collection via data mining, analyzing the data to find opportunities to reduce cost or improve customer experience, and providing these results to senior management. The position will also be involved in various ad-hoc projects within the Operations and Enterprise Solutions organizations.
Qualifications
* This position requires a minimum of a BA/BS in Business, Engineering, Statistics, Computer Science, Mathematics or related field.
* The successful candidate will have a customer focus, a passion for process improvement, and a minimum of four years relevant work experience.
* Additionally the candidate will have strong analytical skills, an attention to detail, strong oral and written communication skills, and the ability to self start and self motivate.
* This individual should be fluent in standard software including Excel and Word in addition to having intermediate to advance knowledge of SQL.
* Successful characteristics for the position are the ability to maintain a high level of attention to detail, the ability to work independently, adjust priorities, and work in a continuously changing environment
Profile
Job Field Planning/Development
Locations Washington-Seattle
Organization Amazon
To apply, enter job #036715 at
www.amazon.com/Careers-University-Recruiting/b/ref=gw_m_b_careers?ie=UTF8&node=203348011
Description
Amazon provides Customer Service (CS) for several key merchant clients, and the Merchant CS Business Analyst of the Global Customer Advocacy Team at Amazon.com is a critical role aimed at improving customer experience by driving down defects leading to customer contacts and concessions. Customer concessions include free replacements, refunds, promotional certificates, shipment upgrades, shipment reductions and other financial remedies to offset a negative customer experience. Developing self-service enhancements, advancing customer-friendly policies and improving contact handling processes are a few of key areas that will be supported by this role to improve the customer experience. To be successful, this candidate requires mastery of a variety of proven analytical, communication and leadership skills.
The Business Analyst will play a key role by:
* Analyzing CS Merchant processes to identify contact and concessions reduction opportunities through data analysis
* Use quantitative statistical methods, SQL, Visual Basic and data management systems to retrieve and analyze data for customer service
* Develop business case analyses of new processes and proposals. Partner with other groups to improve defects and measure impacts
* Maintaining current and develop new customer advocacy metrics and reports.
* Evaluate and implement opportunities for improving customer advocacy projects.
* Work in a cross-functional environment, partnering with various Merchants, Account Managers, Fulfillment, IT, Retail, and Finance teams to support new business processes.
* This role involves data collection via data mining, analyzing the data to find opportunities to reduce cost or improve customer experience, and providing these results to senior management. The position will also be involved in various ad-hoc projects within the Operations and Enterprise Solutions organizations.
Qualifications
* This position requires a minimum of a BA/BS in Business, Engineering, Statistics, Computer Science, Mathematics or related field.
* The successful candidate will have a customer focus, a passion for process improvement, and a minimum of four years relevant work experience.
* Additionally the candidate will have strong analytical skills, an attention to detail, strong oral and written communication skills, and the ability to self start and self motivate.
* This individual should be fluent in standard software including Excel and Word in addition to having intermediate to advance knowledge of SQL.
* Successful characteristics for the position are the ability to maintain a high level of attention to detail, the ability to work independently, adjust priorities, and work in a continuously changing environment
Profile
Job Field Planning/Development
Locations Washington-Seattle
Organization Amazon
To apply, enter job #036715 at
www.amazon.com/Careers-University-Recruiting/b/ref=gw_m_b_careers?ie=UTF8&node=203348011