Amazon Logistics Last Mile Trust and Safety Team Member

hace 2 semanas

Barcelona, Barcelona, España Amazon A tiempo completo
Job Title: Amazon Logistics Last Mile Trust and Safety Team Member

We are seeking a highly skilled and experienced professional to join our Amazon Logistics Last Mile Trust and Safety Team in Europe. As a key member of our 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 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, adjusting the communication style to the audience.
Requirements:
  • Proficiency in English, Italian, and French.
  • Completed Bachelor's degree or equivalent experience.
  • Experience in Customer Service.
  • Experience managing stakeholders in a small to medium organization.
  • Experience with MS Word, Excel, OneNote, Outlook.

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