Proficiency with Windows Operating Systems and Microsoft Outlook
Familiarity and IT proficiency with multiple web browsers, data base searching and instant messenger tools.
Upper intermediate proficiency in spoken and written local language
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 fulfil 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 Agent, you will help improve the customer experience by providing them with direct support to ensure our customers receive their packages which have failed or will fail delivery on first attempt. Looking to supply customers with real time information on their parcel, solve the delivery issue and fulfill our customer promise to deliver on time, every time. You are our customer advocate.
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
- 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 (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.
About the team
Our mission is to be Earth’s most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team. We're an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers’ happiness. Our goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers’ most complex issues.
Within the DSL team, you will work as part of a nationwide team linked across different delivery sites throughout the UK. We are dedicated to the very highest of standards in providing a first class delivery service and ensuring continued trust in all Amazon customers.
Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.
- Experience of stakeholder management including building and maintaining professional relationships
- Experience in an operational environment, such as logistics, retail, hospitality, or customer service.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/content/en/how-we-hire/accommodations.
