Amazon Logistics Specialist

hace 2 semanas

Barcelona, Barcelona, España Amazon A tiempo completo
Job Title: EU Trust and Safety Specialist

We are seeking a highly skilled EU Trust and Safety Specialist to join our Amazon Logistics, Last Mile team. As a key member of our operations team, you will be responsible for managing escalations across Europe, monitoring and auditing third-party performance, and ensuring compliance with Amazon's procedures and SLAs.

Key Responsibilities:
  • Manage escalations across Europe in partnership with our third-party provider and internal business teams, meeting expected quality and SLAs.
  • Monitor and audit third-party performance in resolving customer escalations and identifying areas for improvement.
  • 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 internal and external customers and stakeholders, adjusting communication style to the audience.
  • Display a positive attitude and optimism at work, encouraging the same in others.
  • Self-manage on priority tasks and objectives.
Requirements:
  • Advanced proficiency in English, Italian, and French language in both written and verbal communication (C1 CEFR).
  • Completed Bachelor's degree or equivalent experience.
  • Previous customer service experience.
  • Preferred qualifications: proficient in a third language (Spanish or German), relevant experience working with the MS Office suite, and previous experience working in escalations.

Amazon is an equal opportunities employer, committed to diversity and inclusion. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a top priority for Amazon.

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