Job Summary
DESCRIPTION
We’re looking for a talented Training Specialist to join the Customer Connection Customer Service (C2CS) team to help deliver our Customer Obsession learning programs. In this role you create an immersive, customer-focused, instructor-led learning experience enabling corporate Amazonians to hear, see, feel, and even participate directly in the customer experience. Consequently, because of you, Amazonians emerge with a clearer picture of what it feels like to be a customer, as well as the employees who serve them.
The ideal candidate is obsessed with the customer experience and will continually inspire others to do better for the customer. You’ll be forward-thinking, have a creative flair, and embrace novel solutions. In this role, you are an excellent facilitator with the ability to host inspirational learning experiences. You are comfortable presenting to a large audience. You have a broad understanding of Customer Service Operations. You can research complex customer issues, turning your research into easy to follow immersive training experiences. You will also work cross-functionally with various internal groups, and you are not afraid to get your hands dirty.
Key job responsibilities
- Own and drive multiple high-priority training projects focused on driving cultural change/transparency
- Research, develop, and facilitate training experiences for audiences routinely exceeding 100 people
- Understand, then differentiate training experiences based on audience needs
- Support fellow training specialists as their producer (e.g., troubleshooting, chat moderation, capturing attendance)
- Research, edit, and curate multimedia assets (e.g., customer contacts, social media, video)
- Use internal tools to create and maintain dashboards representing key customer issues/defects
- Work with our Learning and Development (L&D) to continuously improve training curricula
- Compile and analyze participant feedback to continuously improve training curricula
- Improve program, processes, and procedures for optimal efficiency
About The Team
The Customer Connection Customer Service (C2CS) team is one of the longest-running culture-building programs at Amazon. We empower Amazonians with the proper knowledge and learning opportunities to partner, serve, and positively impact the customer experience throughout the company.
Basic Qualifications
- Fluent in Arabic and English
- Bachelor’s degree, or 2+years relevant Amazon experience
- 2+ years training experience in an adult learning environment
- Demonstrated experience developing training material, job aids and online tutorials
- Knowledge of adult learning and training practices
- Strong knowledge of Amazon culture
- Proficient in Microsoft Office (e.g., Word, Excel, PowerPoint, etc.)
- Excellent oral and written communication skills
Preferred Qualifications
- Previous Customer Service experience
- Familiarity with the use of a Learning Management System (LMS) and with multimedia in training
- Proficiency with data analysis
- Proven ability to work with cross-functional teams
- Proven to work effectively in a culturally diverse workgroup
- Experience with Adobe Captivate, Adobe Connect, Adobe Premiere Pro, Audacity, or Vyond
Company - Nuqtat Al Taknalojia
Job ID: A2059917
