Amazon Logistics Trust and Safety Specialist

hace 2 semanas

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

This role is with Mygwork, an inclusive employer and a member of the largest global platform for the LGBTQ+ business community. We are open to hiring candidates to work out of one of the following locations: Barcelona or Madrid.

About the Job

As Amazon constantly works to be the most customer-centric company on earth, a key element of customer experience is how we fulfill and deliver their orders. Amazon aims to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost-effectively as possible through a world-class last mile operation.

Responsibilities
  • Manage escalations across Europe in partnership with our third-party provider and internal business teams, meeting the expected quality and SLAs.
  • Monitor and audit third-party performance in resolving customer escalations and identifying where any misses may have occurred.
  • 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 both internal and external customers and stakeholders by adjusting the communication style to the audience.
Requirements
  • Proficiency in English, Italian, and French language.
  • Completed Bachelor's degree or equivalent experience.

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