EU Trust & Safety Specialist - Last Mile, EU Delivery Service Partner (DSP)
DESCRIPTION
Have you ever ordered a product on Amazon and when that box with the smiley arrived wondered about its journey till your doorstep? Have you asked where it came from and how much it cost Amazon to deliver it to you? If so, the Amazon Logistics, Last Mile team is the right team for you. As Amazon constantly works to be the most customer-centric company on earth, a key element of customer experience is how we fulfill and deliver their orders. Amazon aims to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible through a world class last mile operation. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new products and services.
The EU Last Mile Trust and Safety Team (EU T&S) manages multiple programs as part of the Delivery Service Partner (DSP) organisation within Amazon Logistics. These programs focus on continuous improvement around safety, third party provider compliance and customer trust in the last mile of Delivery Operations. The EU Trust and Safety Specialist role is an integral part of our operations team, performing investigations and research to inform decision making and appropriate actions for EU Trust and Safety Programs.
Roles & Responsibilities
The candidate will:
• Manage escalations across Europe in partnership with our third party provider and internal business teams, meeting the expected quality and SLAs
• Monitor and audit third party performance in resolving customer escalations and identifying where any misses may have occurred;
• Ensure the third-party provider is compliant with Amazon’s procedures and SLAs while achieving quality and performance metrics;
• Contribute to process improvement initiatives and support colleagues to increase quality and productivity;
• Escalate unresolved issues, unclear processes and guidelines to the Management Team and work continuously to improve customer satisfaction;
• Provide feedback and information about new emerging issues from customers to the Management Team;
• Leverage team knowledge to help resolve recurring customer/third party provider issues
• Communicate with both internal and external customers and stakeholders, by adjusting the communication style to the audience;
• Display a positive attitude and optimism at work and proactively encourages the same in others: easily gains trust and support of the wider organization
• Self-manage on priority tasks and objectives
This position can be based in any of the following corporate offices: MAD15 Madrid, LHR35 London, LIN11 Milan, MUC11 Munich or CDG10 Paris.
BASIC QUALIFICATIONS
Advanced proficiency in English, Italian and French language in both written and verbal communication (C1 Common European Framework of Reference, CEFR)
- Completed Bachelor’s degree or equivalent experience
- Previous Customer service experience
PREFERRED QUALIFICATIONS
Proficient in a third language (Spanish or German)
- Relevant experience working with the MS Office suite (Word, Excel, Outlook)
- Previous experience working in escalations
-Experience managing stakeholders in a small to Medium organisation
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