Overview
Amazon’s Delivery Station Liaison Agents are in direct contact with our customers, ensuring missed deliveries are addressed and customer queries are handled effectively. Your ability to quickly respond and put in place solutions helps keep Amazon’s last-mile operations running smoothly.
Responsibilities
* Place outbound calls to customers
* Investigate and resolve delivery issues, and collaborate with Amazon logistics and delivery partners when needed
* Keep daily, weekly and monthly records of progress with customer queries
* Follow Standard Operating Procedures and keep customer data secure
* Assist with internal communications, including giving presentations and contributing to continuous improvement and internal engagement programmes
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 and delivered, you’ll be in contact with our warehouse, associates, delivery partners and customers when they need guidance. Where a customer needs to reschedule a delivery, you’ll be informing our delivery partners. Where you notice a delivery issue, you’ll get to work resolving it straight away, so that our customers get a great experience every time without having to contact Amazon.
Operating at the heart of Amazon’s logistics, you’ll develop logistical and customer expertise that sets Amazon apart. You’ll connect with our customers every day, using your in-depth understanding of our supply chain and local knowledge of delivery connections and warehouses.
About the team
Our Delivery Service Liaison (DSL) team helps customers with last-mile deliveries. Our goal is to get parcels to our customers in case of errors or failed deliveries, by facilitating actions like same-day redelivery or investigating cases when drivers can’t find an address. We work across last-mile delivery sites worldwide, collaborating with delivery station colleagues and partners. DSL agents combine customer service and logistics expertise and partner with multiple Amazon teams to deliver parcels into customers’ hands.
Basic Qualifications
* Relevant experience of dealing with customer queries via phone and email
* Relevant experience in an administrative support role involving collaboration with internal or external teams
* Relevant experience of solving problems whether related to customer queries or internal process issues
* Advanced proficiency in English language
Preferred Qualifications
* Experience in communicating with senior colleagues
* Professional experience in a fast-paced environment
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 to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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