Oc015 Eu Trust & Safety Specialist - Last Mile, Eu Delivery Service Partner (Dsp) - Kbk944

Job Description:
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 wondered about its journey until it reached your doorstep? 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) organization 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.

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, adjusting the communication style to the audience;Display a positive attitude and optimism at work and proactively encourage the same in others, easily gaining trust and support of the wider organization;Self-manage on priority tasks and objectives. Basic Qualifications: Proficiency in English, Italian, and French;Completed Bachelor's degree or equivalent experience;Experience in Customer Service;Experience managing stakeholders in a small to medium organization;Experience with MS Word, Excel, OneNote, Outlook.
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