EU Trust Specialist

hace 7 días

Barcelona, Barcelona, España Amazon A tiempo completo
Job Summary

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

Key Responsibilities
  1. Escalation Management: Manage escalations across Europe in partnership with our third-party provider and internal business teams, meeting expected quality and SLAs.
  2. Third-Party Performance Monitoring: Monitor and audit third-party performance in resolving customer escalations and identifying areas for improvement.
  3. Compliance and Quality Assurance: Ensure the third-party provider is compliant with Amazon's procedures and SLAs while achieving quality and performance metrics.
  4. Process Improvement: Contribute to process improvement initiatives and support colleagues to increase quality and productivity.
  5. Issue Escalation and Resolution: Escalate unresolved issues, unclear processes, and guidelines to the Management Team and work continuously to improve customer satisfaction.
  6. Emerging Issue Identification: Provide feedback and information about new emerging issues from customers to the Management Team.
  7. Team Collaboration: Leverage team knowledge to help resolve recurring customer/third-party provider issues.
  8. Communication and Stakeholder Management: Communicate with internal and external customers and stakeholders, adjusting communication style to the audience.
  9. Self-Management and Prioritization: Self-manage on priority tasks and objectives.
Requirements
  • Language Proficiency: Advanced proficiency in English, Italian, and French language in both written and verbal communication (C1 Common European Framework of Reference, CEFR).
  • Education: Completed Bachelor's degree or equivalent experience.
  • Customer Service Experience: Previous customer service experience.
Preferred Qualifications
  • Language Proficiency: Proficient in a third language (Spanish or German).
  • Technical Skills: Relevant experience working with the MS Office suite (Word, Excel, Outlook).
  • Escalation Experience: Previous experience working in escalations.
  • Stakeholder Management: Experience managing stakeholders in a small to medium-sized organization.

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