Amazon EU Trust Specialist

hace 2 semanas

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

We are seeking a highly skilled Amazon EU Trust Specialist to join our team. As a key member of our Delivery Service Partner (DSP) organization, you will play a critical role in ensuring the highest level of customer trust and satisfaction in the last mile of our delivery operations.

Key Responsibilities:
  • Manage escalations across Europe in partnership with our third-party providers and internal business teams, meeting expected quality and SLA standards.
  • 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.
  • Escalate unresolved issues, unclear processes, and guidelines to the Management Team and work 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. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use, and transfer the personal data of our candidates.

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