Delivery Station Liasion

Description

• At Amazon, our mission is to be Earth’s most customer-centric company.
• To achieve this goal, we strive to exceed expectations by innovating and providing best-in-class customer support as we expand our logistics products and services including improving how we fulfill and deliver customer orders.
• We’re making history and the good news is that we’ve only just begun.
• At Amazon you get to Work with smart, passionate people who are building new products and services every day on behalf of our customers.
• As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in station real-time, hands-on support to ensure our customers receive their packages on time, as promised.
• The role will also help connect customers with experts who can provide them the most accurate and up-to-date information about their packages.
• The work is beyond fulfilling and delivering customer orders; it’s making sure we put smiles on customer’s faces.
• Key job responsibilities
• As a Delivery Station Customer Service Agent, you will be responsible for:
• Communicating with customers directly on the telephone.
• Empathizing, earning the trust and instilling confidence with the customer their issue can be resolved.
• Deep diving with the customer to remove barriers for delivery and providing accurate information with the expectations of delivery.
• Providing exceptional attention to detail on every case and issue.
• Proactively finding solutions to problems with limited guidance.
• Establishing and cementing strong collaborative working relationships with multiple workgroups within station. Through face-to-face communication and virtual correspondence.
• Communicating effectively with senior leadership to highlight barriers and form solutions.
• Working confidently at pace with multiple online platforms and tech systems.
• Working in a fast-paced environment, within a restricted time frame.
• Working a Full-Time flexible (40+ hours per week) schedule
• Work in an environment where the noise level varies and can be loud (hearing protection will be provided)
• A day in the life
• You’ll be based at one of our last-mile delivery warehouses, where Amazon’s leading logistics system operates. As orders are dispatched out on road for delivery, the DSL team will action parcels which have failed delivery. Receiving correspondence from Customer Service or our Delivery Service Partners (DSPs), you will reach out to the customer to update them on their failed or potential to fail delivery, deep dive to resolve the issue and work with the customer and DSPs to find a solution to ensure the parcel is delivered same day or on the next attempt.
• Within the logistics station, the DSL team are the only team who can connect to the customer directly.
• You are an integral part of the station and key to the resolution of delivery issues and connecting parcels with our customers.
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