Experienced Customer Trust Specialist – Digital Devices and Alexa Support

Join arenaflex's Customer Trust Team and Make a Lasting Impact on Customer Experience

Are you passionate about delivering exceptional customer experiences and restoring trust in arenaflex's digital devices and services? Do you have a knack for analyzing complex customer issues and developing innovative solutions? If so, we invite you to join our Customer Trust Team as an Experienced Customer Trust Specialist – Digital Devices and Alexa Support.

About arenaflex's Customer Trust Team

Our team is dedicated to restoring trust and engagement for customers who have escalated issues with their arenaflex devices and digital services to senior leaders. We're a highly trained and knowledgeable group of experts who serve as the go-to team for resolving complex customer issues that have created or could create PR risk, damage trust in the arenaflex brand, and/or have elements of product safety or customer data privacy concerns.

A Day in the Life

As an Experienced Customer Trust Specialist – Digital Devices and Alexa Support, you'll spend your days making outbound calls to customers to troubleshoot issues, gather additional insight or feedback, and provide personalized experiences. You'll work closely with our Senior Escalation Specialists to resolve complex customer escalations related to arenaflex Brand, data regulation, or privacy concerns. Your expertise will be invaluable in driving effective teamwork, communication, collaboration, and commitment inside and outside the team.

Key Responsibilities

* Rescue the customer experience and rebuild customer trust by reaching out to customers who have left a review that indicates they need help, have had a poor product experience, or have had a negative interaction with arenaflex's customer service.

• Uncover and escalate emerging or trending customer issues called out in reviews or contacts.
• Compile customer feedback, product insights, and other learnings to spark changes and improvements to products, support strategy, and operational execution.
• Support pre- and post-product launch deliverables, including deep dives into contacts, content, troubleshooting workflows, and other sources; curate that information into actionable updates for KC content, Help content, ASTRO paths, and training modules.
• Support the Senior Escalation Specialists on resolving Customer Trust Escalations related to arenaflex Brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer's trust in devices.

Essential Qualifications

* Fluency in Japanese (spoken and written)

• Professional experience in English (spoken and written)
• Experience interpreting and communicating analytics
• Experience communicating technical concepts to a non-technical audience
• Illustrate communicating and/or presenting to Sr. Leaders or other stakeholders
• A minimum of six months of experience handling customer escalated contacts of Executive Customer Relations, Social Media, or Search & Rescue (such as D2AS Advanced Technician, DART/Resolution Specialist)

Preferred Qualifications

* Bachelor's degree or 2 years arenaflex Experience

• Six months of experience in any D2 skills
• Experience utilizing Heartbeat and Tableau
• Proficiency in other languages (ex. Italian, German, French, Spanish) We are a global team and any second language will be used to support the global team somewhere
• Proficient project management skills (communication, planning, documentation) and the proven ability to identify opportunities, and drive them to completion (kaizen, six sigma, project management methods).
• Knowledge of project management tools like SIM.
• HTML skills for creation of departmental and interdepartmental documentation and communication.
• Experience with MS Office and CSC customer service tool set
• Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
• Demonstrates flexibility in work hours based on scheduling needs and customer demands

Our Inclusive Culture

arenaflex is committed to a diverse and inclusive workplace. We're an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a global team and make a lasting impact on customer experience
• Professional development and growth opportunities
• Flexible work arrangements and work-life balance
• Access to cutting-edge technology and tools
• Collaborative and inclusive work environment

How to Apply

If you're passionate about delivering exceptional customer experiences and restoring trust in arenaflex's digital devices and services, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply for this job