Executive Customer Relations Specialist

Executive Customer Relations Specialist Job Snapshot
- Role:
Executive Customer Relations Specialist

- Location:

Riyadh, Saudi Arabia
- Industry: Internet
- Function:
Customer Support-Client Care

- Experience:

Minimum 2 years of customer support experience or relevant escalation resolution experience
- Job Type: Full Time
- Work Arrangement:
On-site

Position Overview Afaq Q Tech General Trading is seeking an Executive Customer Relations (ECR) Specialist to support Amazon 's customer service operations in Riyadh, Saudi Arabia. The Executive Customer Relations Specialist manages complex, high-priority customer escalations originating from senior leadership, government authorities, and regulatory bodies. The role focuses on resolving sensitive customer concerns, conducting detailed investigations, and identifying systemic issues that require long-term operational improvements.

The successful candidate will collaborate with Legal, Customer Service, and cross-functional business teams to develop effective solutions, strengthen customer trust, and prevent recurring escalations. This high-visibility position requires sound judgment, professional communication, strong problem-solving abilities, and confidence in handling sensitive matters where established resolution procedures may not exist.

• Country:
  Saudi Arabia
• City:
  Riyadh
• Industry: Internet
• Function:
  Customer Support-Client Care
• Salary:
  Not disclosed
• Gender: No Preference
• Candidate Nationality:
  Not specified
• Job Type: Full Time
• Work Arrangement:
  On-site

• Serve as the primary Customer Service point of contact for escalations received from senior executives, government bodies, and regulatory authorities.
• Manage complex and sensitive customer complaints requiring executive-level attention.
• Investigate serious escalations and determine appropriate resolutions when standard troubleshooting procedures are insufficient or unavailable.
• Make informed decisions that directly affect customer outcomes.
• Conduct comprehensive investigations to identify immediate solutions and underlying operational issues.
• Represent Amazon Customer Service in external meetings with government stakeholders and regulatory bodies when required.
• Identify emerging customer escalation trends and coordinate appropriate responses with internal partner teams.
• Manage escalation workflows and introduce improved mechanisms to address process gaps.
• Act as the local liaison between Customer Service and Legal regarding court-related cases, legal notices, and regulatory matters.
• Coordinate with relevant stakeholders to ensure sensitive customer concerns receive appropriate attention and resolution.

• Identify recurring customer issues and systemic problems contributing to escalations.
• Develop preventive solutions that reduce escalation volumes and improve customer experience.
• Lead continuous improvement initiatives using Kaizen principles and other relevant process improvement methods.
• Identify and eliminate operational barriers affecting resolution accuracy, service quality, and response speed.
• Create and update Standard Operating Procedures (SOPs) for customer escalation management.
• Review existing escalation processes and recommend improvements to strengthen operational efficiency.
• Analyze customer information and escalation data to identify trends and improvement opportunities.
• Use data-driven insights to influence project priorities and operational decisions.
• Develop and monitor key performance indicators (KPIs) measuring escalation resolution effectiveness.
• Collaborate with partner teams to address identified process weaknesses and establish improved procedures.
• Educate relevant stakeholders about recurring issues and opportunities for operational improvement.

• Build and maintain effective working relationships with internal business teams and external stakeholders.
• Coordinate cross-functional responses to executive, government, and regulatory escalations.
• Work closely with Legal, operational teams, and other business functions to resolve complex customer matters.
• Communicate investigation findings, escalation status, and recommended actions to relevant stakeholders.
• Influence partner teams to implement solutions that improve customer experience and operational effectiveness.
• Maintain professionalism and executive presence during internal discussions and external engagements.
• Support effective collaboration between Customer…