EU Trust and Safety Specialist

hace 3 días

Barcelona, Barcelona, España Amazon A tiempo completo

About the Role

The EU Trust and Safety Specialist will be an integral part of our operations team, performing investigations and research to inform decision making and appropriate actions for EU Trust and Safety Programs.

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, by adjusting the communication style to the audience.
  • Display a positive attitude and optimism at work and proactively encourages the same in others.
  • Self-manage on priority tasks and objectives.

Requirements

  • Proficiency in English, Italian, and French language.
  • Completed Bachelor's degree or equivalent experience.
  • Experience in Customer Service.
  • Experience managing stakeholders in a small to Medium organisation.
  • Experience with MS Word, Excel, OneNote, Outlook.

Preferred Qualifications

  • Proficient in a fourth language (Spanish or German).
  • Good knowledge of Excel.
  • Experience in investigating escalations/SDS role/Delivery Station Liaison role.

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