As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in station real-time, hands-on support to ensure our customers receive their packages on time, as promised. The role will also help connect customers with experts who can provide them the most accurate and up-to-date information about their packages. The work is beyond fulfilling and delivering customer orders; it’s making sure we put smiles on customer’s faces.
Key job responsibilities
As a Delivery Station Customer Service Agent, you will be responsible for:
• Communicating with customers directly on the telephone.
• Empathizing, earning the trust and instilling confidence with the customer their issue can be resolved.
• Deep diving with the customer to remove barriers for delivery and providing accurate information with the expectations of delivery.
• Providing exceptional attention to detail on every case and issue.
• Proactively finding solutions to problems with limited guidance.
• Establishing and cementing strong collaborative working relationships with multiple workgroups within station. Through face-to-face communication and virtual correspondence.
• Communicating effectively with senior leadership to highlight barriers and form solutions.
• Working confidently at pace with multiple online platforms and tech systems.
• Working in a fast-paced environment, within a restricted time frame.
• Working a Full-Time (40+ hours per week) schedule
• Work in an environment where the noise level varies and can be loud (hearing protection will be provided)
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 out on road for delivery, the DSL team will action parcels which have failed delivery. Receiving correspondence from Customer Service or our Delivery Service Partners (DSPs), you will reach out to the customer to update them on their failed or potential to fail delivery, deep dive to resolve the issue and work with the customer and DSPs to find a solution to ensure the parcel is delivered same day or on the next attempt.
Within the logistics station, the DSL team are the only team who can connect to the customer directly. You are an integral part of the station and key to the resolution of delivery issues and connecting parcels with our customers.
BASIC QUALIFICATIONS
• Emirati national with family book
High School or equivalent diploma.
• Advanced and adaptable interpersonal communication skills.
• Ability to effectively prioritize work time to ensure efficiency.
• The ability to multi task in a fast-paced environment.
• Proficiency with Windows Operating Systems and Microsoft Outlook
• Familiarity and IT proficiency with multiple web browsers, data base searching and instant messenger tools.
• Upper intermediate proficiency in spoken and written English language
• Effective communication skills and the ability to build enduring professional relationships.
PREFERRED QUALIFICATIONS
• Experience of stakeholder management including building and maintaining professional relationships
• Experience in an operational environment, such as logistics, retail, hospitality, or customer service.
