Providing excellent service every time is part of our mission to become the world’s most customer-centric company. As a Support & Ops Specialist you exemplify our Customer Service Mission Statement by using operational expertise to assist the UK network with technical skills, process improvement initiatives and customer escalations.
Key job responsibilities
- Listen closely to customers; understand, paraphrase and prioritise customer needs before providing appropriate solutions
- Communicate with customers using verbal and written communication methods, ensuring accuracy and concision.
- Utilise conflict resolution and decision making skills as applicable to customer, demonstrate highly effective listening skills and patience
- Be aware of and adhere to applicable company policies when dealing with customer interactions
- Facilitate flow of information between Amazon Freight and our external customers, proactively resolving any potential issues that impacts customer experience and performance delivery
- Maintain knowledge of resources and operational procedures
- Collaborate with team members to strive for continuous improvement
- Work independently on projects or tasks to identify and resolve issues
A day in the life
A Support & Ops Specialist facilitates flow of information between Amazon Freight and our external customers, proactively resolving any potential issues that impacts customer experience and performance delivery. A Support & Ops Specialist provides proactive and timely resolution to any issue in hand by researching & querying internal tools, by taking real-time decisions and having an effective communication with the stakeholders (verbal and written) that build rapport.
About the team
BASIC QUALIFICATIONS
- Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
- Advanced proficiency in both written and verbal in English (Minimum B2 Common European Framework of Reference, CEFR)
- Relevant experience of communicating with a wide range of stakeholders, including your peers and leadership
- Relevant experience in analysing data and creating reports for leadership Advanced proficiency in both written and verbal in English (Minimum B2 Common European Framework of Reference, CEFR)
PREFERRED QUALIFICATIONS
- 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.
- Relevant experience of process improvement techniques including but not limited to kaizen, gemba, process mapping and Aces certification.
- Relevant experience in a logistical working environment
- Proficiency in verbal and written German/French/Italian