EU Trust Specialist

hace 7 días

Barcelona, Barcelona, España Amazon Spain Services, S.L.U. A tiempo completo
About the Role

We are seeking a highly skilled EU Trust Specialist to join our Amazon Logistics, Last Mile team in Spain. As a key member of our Delivery Service Partner (DSP) organisation, you will play a critical role in ensuring the highest levels of customer trust and safety in our last mile operations.

Key Responsibilities
  • Escalation Management: Manage complex customer escalations across Europe, working closely with our third-party providers and internal business teams to resolve issues efficiently and effectively.
  • Third-Party Performance Monitoring: Regularly audit and monitor the performance of our third-party providers in resolving customer escalations, identifying areas for improvement and implementing corrective actions.
  • Compliance and Quality Assurance: Ensure our third-party providers adhere to Amazon's procedures and Service Level Agreements (SLAs), while maintaining high quality and performance metrics.
  • Process Improvement: Contribute to the development and implementation of process improvements, collaborating with colleagues to increase quality and productivity.
  • Issue Escalation and Resolution: Escalate unresolved issues and unclear processes to the Management Team, working to improve customer satisfaction and resolve recurring issues.
  • Stakeholder Communication: Effectively communicate with internal and external stakeholders, adapting your communication style to suit the audience.
  • Team Collaboration: Leverage team knowledge to resolve complex customer and third-party provider issues, promoting a positive and collaborative team environment.
Requirements
  • Language Proficiency: Proficient in a third language (Spanish or German).
  • Technical Skills: Proficient in the MS Office suite (Word, Excel, Outlook) and experience working with escalations.
  • Stakeholder Management: Proven experience managing stakeholders in a small to medium-sized organisation.
About Amazon Spain Services, S.L.U.

Amazon is an equal opportunities employer, committed to diversity and inclusion. We believe that employing a diverse workforce is essential to our success and make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build, and are dedicated to protecting your privacy and the security of your data.

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