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EU Trust Specialist

hace 2 meses

Barcelona, Barcelona, España Amazon A tiempo completo
About the Role

This is a unique opportunity to join Amazon's Delivery Service Partner (DSP) organization as a EU Trust and Safety Specialist. As a key member of our operations team, you will play a critical role in ensuring the safety and trust of our customers in the last mile of delivery operations.

Key Responsibilities
  • Manage escalations across Europe in partnership with our third-party providers and internal business teams, meeting expected quality and Service Level Agreements (SLAs).
  • Monitor and audit third-party performance in resolving customer escalations and identifying areas for improvement.
  • Ensure third-party providers comply 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.
  • Evaluate and escalate unresolved issues, unclear processes, and guidelines to the Management Team.
  • Provide feedback and information about emerging customer issues to the Management Team.
  • Leverage team knowledge to resolve recurring customer/third-party provider issues.
  • Communicate effectively with internal and external stakeholders, adapting communication style to the audience.
  • Display a positive attitude and optimism at work, encouraging the same in others.
  • Self-manage priority tasks and objectives.
Requirements
  • Advanced proficiency in English, Italian, and French language in both written and verbal communication (C1 Common European Framework of Reference, CEFR).
  • Completed Bachelor's degree or equivalent experience.
  • Previous customer service experience.
  • Proficient in a third language (Spanish or German).
  • Relevant experience working with the MS Office suite (Word, Excel, Outlook).
  • Previous experience working in escalations.
  • Experience managing stakeholders in a small to medium-sized organization.