EU Trust & Safety Specialist - Last Mile, EU Delivery Service Partner (DSP)Job ID: 2748137 | Amazon Spain Services, S.L.U.
We are open to hiring candidates to work out of one of the following locations (AMZL Corp Office): Barcelona or Madrid.
Have you ever ordered a product on Amazon and when that box with the smiley arrived wondered about its journey till your doorstep? If so, the Amazon Logistics, Last Mile team is the right team for you. 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 & ResponsibilitiesThe 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.Self-manage on priority tasks and objectives.BASIC QUALIFICATIONSProficiency in English, Italian, and French language.
Completed Bachelor's degree or equivalent experience.
Experience in Customer Service.
Experience managing stakeholders in a small to Medium organisation.
Experience with MS Word, Excel, OneNote, Outlook.
PREFERRED QUALIFICATIONS• Proficient in a fourth language (Spanish or German).
• Good knowledge of Excel.
• Experience in investigating escalations/SDS role/Delivery Station Liaison role.
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Posted: July 31, 2024
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.
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