Delivery Station Customer Service Associate

DESCRIPTION

At Amazon, our mission is to be Earth’s most customer-centric company. To achieve this goal, we strive to exceed expectations by innovating and

providing best-in-class customer support as we expand our logistics products and services including improving how we fulfill and deliver customer

orders. We’re making history and the good news is that we’ve only just begun. At Amazon you get to Work with smart, passionate people who are

building new products and services every day on behalf of our customers.

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 Associate, you will be responsible for:

• Communicating with customers via phone and email
• Empathizing with and prioritizing customer needs
• Upholding company values and respecting every customer
• Resolving issues and setting appropriate expectations with customers
• Clearly understanding and responding appropriately to the issues that customers present
• Consistently composing grammatically correct, concise, and accurate written responses to customer issues
• Approaching problems logically and with good judgment to ensure the appropriate customer outcome
• Making quick and effective decisions on behalf of the customer
• Working a flexible Full-Time (40+ hours per week) schedule

Performing the following tasks, with or without reasonable accommodation

• Stand and walk as needed during shifts lasting up to 12 hours
• Work in an environment where the noise level varies and can be loud (hearing protection may be provided)
• Work in an environment where the temperature may vary due to outside weather conditions and may not be controlled

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 and

delivered, you’ll be in contact with our warehouse, associates, delivery partners and customers when they need guidance. Where a customer needs

to reschedule a delivery, you’ll be informing our delivery partners. Where you notice a delivery issue, you’ll get to work resolving it straight away, so

that our customers get a great experience every time without having to contact Amazon.

Operating at the heart of Amazon’s logistics, you’ll develop logistical and customer expertise that sets Amazon apart. You’ll connect with our

customers every day, using your in-depth understanding of our supply chain and local knowledge of delivery connections and warehouses.

About the team

Our mission is to be Earth’s most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service

team. We’re an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers’ happiness. Our

goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently. We support our self-service channels to

offer expert insights into our customers’ most complex issues.

Within Customer Service, there are opportunities in process improvement, customer experience, data analysis and customer retention. The CS team

is always looking for ways to make Amazon’s customer service even better, and we need excellent people to make that happen.

BASIC QUALIFICATIONS

• High School or equivalent diploma
• Previous experience in Customer Service
• Ability to effectively prioritize work time to ensure efficiency
• Experience with Windows Operating Systems and Microsoft Outlook
• Familiarity with multiple web browsers, data base searching and instant messenger tools
• Proficiency in the local language (Italian)
• Proficiency in the English

PREFERRED QUALIFICATIONS

• Bachelor Degree or equivalent work- related experience
• Proficiency in verbal and written communication skills
• Experience in understanding performance metrics and developing them to measure progress against key performance indicators
• Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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