EU Trust and Safety Specialist

hace 5 días

Barcelona, Barcelona, España Amazon A tiempo completo

About the Role

We are seeking a highly skilled EU Trust and Safety Specialist to join our Amazon Logistics team. As a key member of our Delivery Service Partner (DSP) organization, you will play a critical role in ensuring the safety and trust of our customers in the last mile of delivery operations.

Key Responsibilities

  • Manage escalations across Europe in partnership with our third-party providers and internal business teams, meeting expected quality and service level agreements (SLAs).
  • Monitor and audit third-party performance in resolving customer escalations and identifying areas for improvement.
  • Ensure compliance 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.
  • Evaluate and escalate unresolved issues, unclear processes, and guidelines to the management team.
  • Provide feedback and information about emerging customer issues to the management team.
  • Leverage team knowledge to resolve recurring customer/third-party provider issues.
  • Communicate effectively with internal and external stakeholders, adapting communication style to the audience.

Requirements

  • 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.
  • Proficient in a third language (Spanish or German).
  • Relevant experience working with the Microsoft Office suite (Word, Excel, Outlook).
  • Previous experience working in escalations.
  • Experience managing stakeholders in a small to medium-sized organization.

About Amazon

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.

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